caller id dissapears

[ictwelpje]

We work for a company that uses yealink phones.

When the call comes in, they see the caller's number as expected.
The moment that the phone gets picked up this number dissapears, at that point in time the only number visible is their own number (so the number that receives the call) .
When looking in the logs afterwards they once again see their own number instead of the caller's number.

On our own phones we don't have this problems, yet all settings seem the same. Anyone know how to solve this?
thank you

output example:
caller: xxxxx88
receiver: xxx2034

phone rings: ALL: xxx2034
xxxxx88

after picking up: ALL:xxx2034

 

[charles]

Hi, Is the company in question using the default templates or have they configured any custom Templates?

 

[ictwelpje]

looks like they are using a custom template

 

[charles]

Custom templates are not supported. They can try to revert to the default templates and test again. If still having an issue then you can open a support ticket for us to look into this further for you.

 

[ictwelpje]

will try that even though some seem to still have the default
thank you for helping