No caller id on 2nd multicall button

[merlin215]

Hi Folks !

Any one ever hear of this before ?

When a user on a 5330 E Tel receives a 2nd call , there is no caller id . Is this normal behavior or maybe something else ?

We use Salesforce with the CTI connector and when the first call comes in , we recieve caller id and get a screen pop . However , on the 2nd call to the same agent/tel , we do not get a screen pop due to no caller id on the telephone .

ICP 3300
MBG gateways / 2 each - ( Unsure of the code )
R6.0 SP1
5330E tels
PraireFyre 6.0.2.2 and we are upgrading to 6.0.3.0 soon

Thanks !

regards

Rich

 

[SXWizard]

Go to the Class of Service form that is used by the phone and enable Display Caller ID on multicall/keylines. There is also a timer for how long to display the caller ID. It is right below the option.

 

[merlin215]

Hey SXWizard

Thx for the post !

it seems that the Timer is set to 8 seconds on the Display Caller id on Multicall Keylines id timer

My Users have this enabled with 8 seconds on the timer , but I will need to go view a call as I saw a call come in with NO caller id a few days ago .....

So now I have a little work to do to see what is going on

After I test it out I will repost the results !

Thanks for the help !!!

 

[merlin215]

Hey folks

Interesting behavior as the first call comes in with the correct caller id , but the second call ( while on the first ) shows " from 9445 busy " Instead of the caller id of the second call .

DID call to 9445
call1 correct CID
call2 " from 9445 ( ext #) Busy

Anyone ever see this ?

I am going to review the COS and see if something is turned on

Thx

Regards

Rich

 

[SXWizard]

Check COS option Display Caller ID On Single Line Displays For Forwarded Calls. Try setting to Yes. From the Help file:
Select "Yes" to display the original caller ID on a single-line display set when it receives a forwarded/rerouted call (internal or external). The default (No) displays the forwarding/rerouting party in the form, 'From <DN>.'

 

[merlin215]

Thx SX Wizard

It is a 5330E Multicall

I will make a second call and check it out

Thx !

 

[merlin215]

Just found that due to being a PrairieFyre ACD Agent , It will always send a msg : " 9446 Busy 508 555 1212 " ext number then caller id prior to sending the correct caller id !