Solved Forwarding caller ID

[AWS2P]

Hi,
on external incoming calls, they are first going to an IVR, after caller choice, calls are forwarded to RG, this works fine with caller ID sended to extensions in RG, problem is when RG is fully busy then calls are routed by DNA to a final extension.
Final extension has no more info displayed from where call comes from, is it possible to keep caller id or which way caller was coming from in IVR choice?

 

[FS_Mathieu]

Same prob here

 

[JohnS_3CX]

What is displayed and what phones are you using?

I see the caller ID on a T46G for example as soon as it receives the call from DINA. It shows the same ID as the members of the RG would see.

 

[leejor]

Final extension has no more info displayed from where call comes from, is it possible to keep caller id or which way caller was coming from in IVR choice?

So...there is no caller ID received whatsoever? Does the same thing happen if you call into the IVR from an extension, or only on external calls?

 

[AWS2P]

Phones are T48S Yealink

When an external call comes, reach IVR, caller select Support, phones in RG are free, but no one pickup the call, after end of ringing time call is forwarded to final extension and on phone display there is:
SUPPORT +33xxxxxxx 'french number ) so this is good.
THe final receptionist knows the caller is coming from support choice.

Second case this is the same scenario, but RG phones are all busy, so caller goes directly to DINA and ring to final extension, this time number is displayed without Support mention, just +33xxxxxx so the receptionist doesn't know the caller asked for support .

 

[JohnS_3CX]

Ok this makes more sense. Info is displayed, you see the caller ID but you just don't see that it was forwarded from a RG in this case (which is the expected behavior of the system).

The system checks if any agents can take calls before sending it to the RG, and if everyone is busy it does not go to the RG at all (hence no modification of Caller ID). You can however make a second RG for the overflow, and add yourself in it only. This way you solve the issue of not knowing where the call came from.

 

[AWS2P]

Thanks for this good idea