Having trouble with call ID consistency

[Arthur Ktistakis]

For context, we have programmed a call queue that needs to be used as a duress/alert in an emergency situation. We have added all extensions into the queue. Now when ext 200 dials the 801 queue it shows correctly with the queue name and the extension that is calling. We then use ext 209 and dial the same queue and the name just shows as 209.

We know this is something that has previously worked in older versions. But is not working as intended currently.

Its imperative that feature works correctly. We do not want to use CFD.

Any help is greatly appreciated.

We have tried, restarting handsets (to clear cache), hiding extensions etc.

 

[KyriacosS_3CX]

Hi,

Are extensions 200 an 209 dialing 801 in the same way, from same device type (what is it?). Are they all in the same department, have same roles?

There is quite a bit of detail needed to try and spot why you are seeing this behaviour difference. If this is something urgent, perhaps opening a ticket will be a better option.