Caller ID Not Displaying on Analog Trunks 1

[Ibrahim644]

After upgrading your central unit from a digital Avaya system to IP Office version 12, all functions appear to be working correctly except for caller ID. Incoming calls from analog trunks are not displaying caller ID information.

Previous Functionality and Troubleshooting
Prior System: Caller ID functioned correctly on your old digital Avaya system with the same analog lines.

Monitoring: I've attempted to monitor calls on the new IP Office system, but caller ID is still not appearing.

Comparison with Another System
You have another IP Office version 11 system in a different city with similar settings, and caller ID works as expected there. However, a key difference is that the version 11 system uses a GSM gateway for its trunk lines, whereas your new version 12 system has analog telephone lines directly from the provider.

there is athached image show the settings for one line ( I have 8 lines with two COMBO6210/ATM4 V2)

 

[budbyrd]

Rather odd post but you need a butt set and get on the line and listen for the CID burst between the first and second ring. Your system is programmed properly for it with the Loop Start ICLID setting. You could try using the automatic impedance test to see if that fixes it. I personally have never used Global Impedance for a setting.

 

[Ibrahim644]

I don't have experience with a butt set , but I tried using the automatic impedance and it selected the "Global impedance" setting, but unfortunately the problem still wasn't resolved.

 

[derfloh]

I know this doesn't help you... But don't you think it's time to switch to SIP trunk as it is more flexible and provides more features.

Again... This doesn't help you with your problem but it's worth to think about it.

 

[Ibrahim644]

I'm considering a SIP trunk and have already talked to my provider about it. The problem is they informed me the line numbers would have to change, which I don't want to do because my company needs to keep its current numbers.

 

[snowman50]

Have you tried rebooting the system..
Do a full power down…then power up again..
If caller I’d was working on the same system before software upgrade it could have malfunctioned on the card.

Sometimes the soft reboot doesn’t clear the issue and you need to do a full power down.

 

[Ibrahim644]

Apologies for the misunderstanding. I want to clarify that I didn't upgrade my existing Avaya system's software. Instead, I replaced my old Avaya central unit entirely with a new Avaya IP Office unit, which came pre-installed with version 12.1. I didn't perform any upgrade myself.

I also tried a full shutdown, but the issue is still there.

 

[Shaun E]

I'm considering a SIP trunk and have already talked to my provider about it. The problem is they informed me the line numbers would have to change, which I don't want to do because my company needs to keep its current numbers.

Can you port them to a provider that knows what they're doing?

(may not be possible depending on what country you are in)

As for the actual issue before you spend too much time troubleshooting if you don't have a butt set I would suggest plugging a standard old analogue telephone with caller ID into the line (or even just a CID box) and seeing if it shows caller ID. It may not even be getting sent by your carrier.

 

[Ibrahim644]

Can you port them to a provider that knows what they're doing?

(may not be possible depending on what country you are in)

As for the actual issue before you spend too much time troubleshooting if you don't have a butt set I would suggest plugging a standard old analogue telephone with caller ID into the line (or even just a CID box) and seeing if it shows caller ID. It may not even be getting sent by your carrier.

I've already tested all the analog lines with a standard analog phone, and caller ID displayed correctly on all of them.

 

[Shaun E]

I've already tested all the analog lines with a standard analog phone, and caller ID displayed correctly on all of them.

What country are you in?

There are different caller ID methods used around the world. The system by default is set to expect USA type caller ID and it's likely that the GSM gateway you use at the other site is the same out of the box.

If your caller ID on a regular POTS service uses a different method however you will need to change it in the system settings (System -> Telephony -> Tones & Music):

 

[Ibrahim644]

What country are you in?

There are different caller ID methods used around the world. The system by default is set to expect USA type caller ID and it's likely that the GSM gateway you use at the other site is the same out of the box.

If your caller ID on a regular POTS service uses a different method however you will need to change it in the system settings (System -> Telephony -> Tones & Music):
View attachment 2610

I've tried various troubleshooting steps, but the issue persists. Specifically, I:

1. Tested all three available CLI types.
2. For each CLI type, I adjusted the impedance settings to 600R and 350R + (1000R||210nF), as recommended by the Avaya website for Saudi Arabia.
3. I also experimented with changing the Ring Detection Settings to 400 and 6000.
4. Based on a suggestion found on this forum, I even modified the Gains to -0.5.

Despite all these attempts, none of these adjustments have resolved the problem.

 

[Shaun E]

as recommended by the Avaya website for Saudi Arabia.

Ok so you use DTMF caller ID in your neck of the woods and the FSK options won't work.

I believe the impedance for your region should be set to 600 (Global Impedance). You can also use the automatic impedance balance option to get the IPO to test the line and set it appropriately as mentioned in a previous post.

The ITU spec for your region indicates that the ring off value is 4600ms so you should set the ring off max back to the default of 5000 otherwise the IPO will think the second ring is a different call.

Also make sure your system locale is correctly set.

That's about all that comes to mind for now as I haven't used analogue trunks in the IPO for about 15 years.

 

[Ibrahim644]

Ok so you use DTMF caller ID in your neck of the woods and the FSK options won't work.

I believe the impedance for your region should be set to 600 (Global Impedance). You can also use the automatic impedance balance option to get the IPO to test the line and set it appropriately as mentioned in a previous post.

The ITU spec for your region indicates that the ring off value is 4600ms so you should set the ring off max back to the default of 5000 otherwise the IPO will think the second ring is a different call.

Also make sure your system locale is correctly set.

That's about all that comes to mind for now as I haven't used analogue trunks in the IPO for about 15 years.

Thanks for the suggestions! I tried setting the "Ring Off Max" to both 5000 and 4600, but neither resolved the original problem. What's more, when I set it to 5000, a new issue popped up: external calls wouldn't disconnect, staying Connected Blind.