Voicemail Emails show extension not Caller ID

[Kid Squid]

Hello -

Our VM emails are showing the extension that transferred the caller not the Caller ID of the person leaving the VM. This provides little value to the email recipient.

Currently our emails look like this...

New Voicemail from 224 - USER NAME
From:224
To: 238" - "Recipient XXX"
Received: "Thursday, February 2, 2023 5:34:20 PM"
Duration:"00:00:30"
File:"vmail_224_238_20230202233420"

Ideally it should look like this:

New Voicemail from (713) 555-1212 YOUR CUSTOMER
From:713-555-1212
To: 238" - "Recipient XXX"
Received: "Thursday, February 2, 2023 5:34:20 PM"
Duration:"00:00:30"
File:"vmail_224_238_20230202233420"

Is this occurring due to how the call is being transferred or is this a configuration issue?

Thanks,

Sid

 

[VictorYourITGroup]

Hi Sid,
I believe it maybe as you suggested, and be caused by the way the call is being transferred.
We had an issue with transferring calls to users and logging the calling number.
If we did an attendant call transfer, the logs show the call coming from the operator in the logs.
We had to change to putting the call on hold, call the user on another line and then do a blind transfer.
No sure if this is applicable in your case, but maybe?
Good luck.