Ruth88, I asked a friend who has access to a test MM and this is what he said.
I did a test on my own mailbox by leaving 2 messages and listening to both. The 1st was from home with caller ID on, and it said from "mailbox xxx-xxx-xxxx". The 2nd call was with the ID blocked, and it said "remote user". I suppose that it depends some on what is presented over the trunk or PBX. The release or integration could be a factor also. I am on 5.2 using the serenade TUI and the CM is 6.0 ( SIP ) I think.
Can you elaborate further:
1. What switch is the MM connected to and what is its release?
2. Is this SIP integrated MM & PBX?
3. What is different between these two end-users and others who use the Serenade TUI on the system?