Mitel 5550 IP Console CLI not being displayed correctly

[dwillemburg]

Good day to you all,

We are running a Mitel 3300MXe controller with a number a 5340 handsets and 2 5550 IP consoles.

The problem we're experiencing is a rather annoying one.

Should either receptionist call us directly from the console, our 5340 handsets only display "PRIV" instead of their actual extension numbers or the name we have defined against that extension on the switch. Also, when an external call is being transferred by reception to an internal user it displays the CLI of the calling party rather than the fact that Reception is transferring the call.

Does anyone know if this is at all possible and, if so, where I can begin digging for answers?

Regards

Dale

 

[kwbMitel]

The PRIV is most likely to be found in the Telephone directory. I suspect the privacy option has been enabled against the name.

The other issue may be related but I would check the COS options as there are several associated with transfered calls and what gets displayed.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[dwillemburg]

Thanks for pointing me in the right direction.

For those of you pulling your hair out over this issue, this is how we solved it.

*** Remember that you have to make this change on each and every telephone switch you have ***

First determine what Class Of Service (COS) is being assigned to that console by going to:
System Administration
Automatic Call Distribution (ACD)
Station Service Assignment

Lookup the console's extension and check the COS for day, night etc

Now that you know the correct COS, time to check out what the settings are. Go to:
System Administration
Automatic Call Distribution (ACD)
Station Service Assignment
Class Of Service Options Assignment
Click on the appropriate number learned above and choose Change

To solve the issues I was having, I had to change the following settings:

Display Held Call On Transfer: [set to NO, ours was YES]. This was why external CLIs were being mapped through when reception transferred calls to us.

Suppress Delivery of Caller ID Display between Sets: [set to NO, ours was YES]
This was why when we called reception or they called us internally we were seeing "PRIV" instead of their telephone book entry.