Ring Group Queue Name on Internal Calls

[tomnorton]

We primarily use Yealink phones. When a call comes into a Ring Group from another internal extension the queue name isn’t displayed on the caller ID information. This is true for the app and web client but not for the Yealink phones.

However, it works fine for calls coming in from an external number.

Is it possible to make internally originating calls show the queue name on the Yealink phones?

 

[JohnS_3CX]

Hi,

The reason is because phones match the internal user from their phonebook, which overrides the Ring Group caller ID.

You would have to look into Yealink's documentation if you want to alter this behavior.

 

[Rohit Subhedar]

We primarily use Yealink phones. When a call comes into a Ring Group from another internal extension the queue name isn’t displayed on the caller ID information. This is true for the app and web client but not for the Yealink phones.

However, it works fine for calls coming in from an external number.

Is it possible to make internally originating calls show the queue name on the Yealink phones?

Hello Team,

For calls originating from external numbers and routed through a Ring Group or Queue, 3CX can present the Ring Group/Queue information to supported Yealink phones. However, for internally originated calls (extension-to-Ring Group/Queue), the original caller information is typically preserved, and the Queue/Ring Group name is not passed in the same way.

At present, there is no native 3CX setting that forces internally originated calls to display the Queue or Ring Group name on Yealink phones while maintaining the original caller ID information.

As a workaround, you may consider routing calls through a Queue instead of a Ring Group (if applicable) and testing whether the desired caller ID presentation is achieved in your environment. Otherwise, this would require a feature enhancement from 3CX.

Could you share your 3CX version (V20 Update level) and the Yealink phone model/firmware version? That would help confirm whether this is the expected behavior or a device-specific issue.