Prairie Fyre Contact Center Caller ID not showing

[wlpmitel]

We have a Praire Fyre server with network license which has two separate 3300 controllers sending data to it. Our agent supervisors have real time monitors opened all the time so they can see all data going on. The problem is we just added another controller and the agent name, agent number,call timer shows up in the block but does not send the caller id info with it. It just states the path ID Example: P001, P002. We have contacted PF tech support who worked on it for hours and swear it is the controllers issue not sending the MitAi stream records from the ACD. The caller ID works off of our PRI because it appears on the sets but never makes it to PF.. I have studied both controllers side by side, both in COS and SMDR forms and they are all setup and can not see any difference unless I am missing some small parameter somewhere...Anyone have any idea in the switch where this should be enabled? The correct data stream begins with something like --y then the data, apparantley the --y is the caller ANI which we need!PLEASE HELP!!!Thanks!

 

[Mitelmatt]

Are both controllers on the same level of software?

 

[wlpmitel]

Both controllers are running the same version 4

 

[Mitelmatt]

Have youbever used the acd inspector? That will show if you are getting the cli from the Pbx. You can also use the mitai server logger too. But from memory you get the cli from the acd real time

 

[bobcheese]

I'm sure there is a guide on PF support centre about this. I had a similar issue a few years back. For the life of me I cant remember what fixed it. Will take a look

 

[boycey9]

Have you rebooted stuff, ie the 3300 and the CCM, I have seen that cause the issue before although usually displays the trunk number. Search PF for golden rules doc and ensure all is set correctly. Make sure the COS for your IP trunks are not set to public trunk.
Latest fix pack installed.
Make sure on CCM it is set to Enterprise Node and not trunk gateway or Agent Gateway.
Anything that starts --y or similar is an Injected event by CCM, didnt think CLI would be injected. Can you get CLI from the reports?