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Internal 3-digit extension showing as caller ID on cell when calling forwarded/twinned extensions

Internal 3-digit extension showing as caller ID on cell when calling forwarded/twinned extensions

Internal 3-digit extension showing as caller ID on cell when calling forwarded/twinned extensions

(OP)
Avaya IP Office 500 V2, 9.0.12.0 build 1006. If internal user A calls internal user B and user B has forward unconditional to a cell phone turned on, or mobile twinning enabled, the caller ID on user B's cell phone shows the 3-digit internal extension number of caller A. Which is arguably correct, but some of our users get confused by seeing a call from a 3-digit number. They think it's spam and don't pick up. Obviously better user education is an option, but aside from that, is there a way to make caller ID for these calls display a full 10-digit Canadian phone number, such as our main office phone number?

Not sure if it's relevant, but "Send original calling party information for Mobile Twinning" is disabled. Thanks in advance.

RE: Internal 3-digit extension showing as caller ID on cell when calling forwarded/twinned extensions

Guess we should assume you're using SIP trunks?

"Trying is the first step to failure..." - Homer

RE: Internal 3-digit extension showing as caller ID on cell when calling forwarded/twinned extensions

(OP)
Sorry for being a bit clueless, but I think... not SIP? In System Status my line type shows "T1PRI".

RE: Internal 3-digit extension showing as caller ID on cell when calling forwarded/twinned extensions

Take a look at your outgoing ars.
What caller id is getting sent out on outbound calls (with twinning off)

RE: Internal 3-digit extension showing as caller ID on cell when calling forwarded/twinned extensions

(OP)
Here's how we've got it set currently.

RE: Internal 3-digit extension showing as caller ID on cell when calling forwarded/twinned extensions

So your not sending out caller id.

RE: Internal 3-digit extension showing as caller ID on cell when calling forwarded/twinned extensions

It should take the caller ID from ICR.

"Trying is the first step to failure..." - Homer

RE: Internal 3-digit extension showing as caller ID on cell when calling forwarded/twinned extensions

(OP)
Thank you, rdoubrava and janni78. So my understanding is that in the Telephone Number field, I would need to add an "s" and the number we would like displayed, hopefully that is correct? What I don't get, though, is that when we make an outbound call that doesn't involve forwarding/twinning, our standard main line is displayed on caller ID. That's what we want, but where is that coming from? janni78, you mention that it should take the caller ID from ICR, is that what you mean? Our main line is one of our incoming call routes, but I'm not sure how the system knows to use that particular route for caller ID.

RE: Internal 3-digit extension showing as caller ID on cell when calling forwarded/twinned extensions

If a user has a single incoming call route assigned to them, that incoming number will be sent as outbound caller ID automatically with the ARS you have shown above

If you change the Telephone Number entries in the ARS to NS2135551212 it will send the number after the S as outbound caller ID

If you change the Telephone Number entries in the ARS to NSS (or NSSi) it will send the original incoming number outbound on Forwarding calls

Multiple ARS tables with different short codes to access lets you decide on how you want the call sent. Dial 9+N for normal calls, dial 8+N for forwarding calls, etc.

RE: Internal 3-digit extension showing as caller ID on cell when calling forwarded/twinned extensions

(OP)
Thanks, TouchToneTommy, for that clear explanation. I tried adding S[our 10-digit number] to all codes except the 911 ones and saved config, however this did not seem to affect the outbound caller ID displayed for calls to extensions with forwarding or mobile twinning enabled. Caller ID on cell phone still showed the 3-digit extension of the internal caller. Not sure if I missed something?

In the meantime I have asked our service provider to check into it, as they originally set this unit up for us. I will post back if they come up with a resolution.

RE: Internal 3-digit extension showing as caller ID on cell when calling forwarded/twinned extensions

Not sure if it's relevant, but "Send original calling party information for Mobile Twinning" is disabled. Thanks in advance.

Have you tried enabling this?

| ACSS SME |

RE: Internal 3-digit extension showing as caller ID on cell when calling forwarded/twinned extensions

(OP)
Hi Pepp77. I enabled it and calls sent out via mobile twinning now show our 10-digit phone number for caller ID, which is what we want. Thanks!

However, we are still left with the caller ID issue when lines are forwarded. If anyone has any ideas, please let me know. We are still waiting to hear back from our service provider's tech support.

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