Calling number while transferring calls not shown correctly

[Omerta85]

Hello everyone,

I'm in sort of a bad situation here, and I'm in need of some help.
I have already contacted Avaya regarding this case, but the work on the solution is a bit...well...problematic due to some communication errors. Let's say mistakes were made...

Hopefuly the people from the mighty internet will have more ideas

Situation is, that our customers have problem with the numbers/Caller-ID shown when transferring a call.
According to them, often the external number of the customer is shown while they are trying to make a transfer, and there are some agents, who are "not allowed" to talk to external numbers, thus when they see it is an external, naturaly they don't pick up. But often it is their own colleague trying to transfer the call (to the appropriate department for example)...

CM: Release 6.3 SP 6 (03.0.124.0-21591)

I tried checking trough the COS and COR settings, the settings for the VDNs.
Everywhere the options seem to be ok, checked it together with an Avaya technician.

We made some test-calls:
Situation 1, 3, 4, 6 are wrong...

A=external
B=internal
C=internal

#1
A calls B-> B makes direct transfer to C-> C sees B on display
#2
A calls B->B makes a transfer to C-> C first sees B on display, and once call is "handed over", C sees A on display
#3
A calls B->B makes direct transfer to C(has deskphone + EC500 GSM Mobile)-> C sees B on display
#4
A calls B->B makes direct transfer to C(has deskphone + EC500 GSM Mobile)-> C first sees B on display, and once call is "handed over", C sees B on display
#5
A calls B(one-X Attendant)->B makes direct transfer to C(has deskphone + EC500 GSM Mobile)-> C sees A on display
#6
A calls B(one-X Attendant)->B makes direct transfer to C(has deskphone + EC500 GSM Mobile)-> C first sees A on display, and once call is "handed over", C sees A on display

**
Does anyone have some kind of hint, on to where we should investigate further?
Currently we will be holding a conference call with avaya and our customers, but if anyone would have an idea I would gladly take it.

 

[kyle555]

Assisted vs blind transfer, and consoles are pass-through.

To say, a blind transfer would send the originating party to the far end, but on an assisted transfer, the far end would see the man in the middle first. That can be updated while the call is in progress if the middle and far end are both on PBX - but with a cell, you'll only get CLID once!

That, and consoles tend to always pass through CLID to the far end. That's what receptionists do!

What are you expecting? Maybe you should be doing more consultative transfers than blind ones.