Users Call Log Showing Call Reference # 1

[MFARRELL]

Avaya IP Office v. 9.0.0.0 Build 829
Contact Store v. 7.8
VM Pro Client v 9.0.0.0 Build 311
Avaya 6930G Phones

Good Morning,

Multiple external numbers point to a Reception Phone. Each number has a Module in VM Pro with corresponding Menus/Options/Exit Points. The reception phone picks up the external call and subsequently transfers the call to another user. The user is done the conversation and and hangs up the phone. He/She then says, "Wait, I need that number". He/She look in their call log on the Avaya 6930G phone to only see a 6 digit number. Now this number I am assuming is the call reference number due to the similar numbers I see in the active call list.

If I call another extensions DID and follow the same process of transferring to another user the CID is present with the correct number.

While the call is active on any of the phones the CID is fine it is only when they hang up that it turns into the Call Ref number.

Any help would be appreciated.

Thanks,

Matt

 

[socalsteve]

What action are you using in VM pro to transfer the calls to reception?

 

[Westi]

it might be because there is a tag entered into a transfer options in vm pro so that the reception knows how to answer the call. This sometimes causes problems with the call history.
If the reason is the tag then the 6 digit number should be the same every time

Joe W.

TeleTechs.ca
FHandw, ACSS (SME), ACIS (SME)


“This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[MFARRELL]

Westi you are right! I noticed they are the same number every time.

There must be some way to change this.

 

[MFARRELL]

So for some reason the call is transferred to a group with the reception extension being the only one in there.

Could this be the issue?

 

[AACon]

Look in the vmpro transfer option, or perhaps the TAG option in the ICR, maybe that number is there...

-Austin
ACE: Implement IP Office

 

[MFARRELL]

OK so I think I found it.

There is nothing that specifically says "TAG" in VM Pro but there is, under the "specific" tab within transfer properties, a Description(Displayed on phone) field. It is currently set to $CID which after a little looking around is Call Identifier.

There is a $CLI "Number of the caller" option and I wonder if that would solve it. Im thinking some one first set it to CID because it sounds like "Caller ID".

Please tell me we found it!

Thanks,

Matt

 

[sizbut]

Looks like it. Give it a go, easy change and easy to reverse if not the right thing.

Stuck in a never ending cycle of file copying.

 

[socalsteve]

Thanks for responding to my above question and finding your solution.

 

[MFARRELL]

That was it!

Nice work!