Ring Group Caller ID

[nicko6113]

we have our calls go to an auto attendant and after a few seconds it forwards to an extension that has connection attempts listed as
Incoming 1
Incoming 2
Incoming 3

when it transfers to the phones in the ring groups it just shows that Incoming 1 is calling instead of the external caller id.

can we set it so the external caller id is shown?
if you dial by extension to an internal phone. caller id is passed as expected.

[wshrader]

Are you saying if make an external call to the AA then dial the same extension, you see Caller ID correctly but NOT if the AA does the dialing?

[nicko6113]

so if an external caller calls. and when the AA answers and dials a users extension. it lists the caller id. but if the caller calls and does not enter an extension it runs through the call groups. and caller id is lost.

[wshrader]

Call groups? Can you post the routing for this extension?

Outside Lines > SIP Proxy > Use Caller ID Number from external sources (if received)
Is this checked? If not, check it and see what happens.

[nicko6113]

im not sure how to grab the call routes out of allworx

but if an external user calls it goes directly to the auto attendant.
it reads off the dial the extension now or wait to be transferred.

if they dial an extension the dialed phone will show the correct external caller id info

if they stay on the line and it transfers them to the ring group the users that are in the ring group will just show the ring groups name as the caller id info on the phones.

i did turn on those settings and it doesn't seem to have changed anything.

[wshrader]

What model Allworx and what version firmware?

[nicko6113]

Allworx 48x
Version 8.3.14.1

[wshrader]

First, update as far as you can. If you have a Feature Key, v8.5 is as far as you can go with the 48x. I would need to test this myself for a good answer but the Handset Preference Group has options for Caller ID display.
Can you post the actual Auto Attendant configuration here?

[nicko6113]

we do not have a feature key to upgrade higher than 8.3.

Schedule: Schedule - 0
Remote Multi-Site Users: excluded from Dial-By-Name and Dial-By-Directory Menus
Dial-By-Name Menu (#1): enabled
Dial-By-Name Prompt: do not play
Dial-By-Name Spell Option: spell first or last name
Dial-By-Directory Menu (#2): enabled
Dial-By-Directory Prompt: do not play
Dial-By-Directory List Order: list in name order
Dial It Now Prompt: do not play
Repeat Menu Behavior: replay Custom Message only
Repeat Options Prompt: do not play
Speed Dial Numbers: not allowed
After 8 seconds with no input: transfer to extension 398
Day Mode Internal Call Restriction: Auto Attendant Default
Night Mode Internal Call Restriction: Auto Attendant Default
Day Mode Menu Shortcuts
0 1 2 3 4 5 6 7 8 9
398 --- --- --- 340 --- --- --- --- ---
Night Mode Menu Shortcuts: use Day Mode


398's call routes first connection attempt to
Main Incoming Call 1st (Ring Group) for 3 rings (Single Ring)
Second connection attempt:
Main Incoming Call 2nd (Ring Group) for 3 rings (Single Ring)
Third connection attempt:
Main Incoming Call 3rd (Ring Group) for 3 rings (Single Ring)
Finally:
transfer to Voicemail for Incoming call 398 (X398)

all the phones in the first connection ring group say "Main incoming call 1st"

i tested the auto attendant by setting shortcut 9 to a phone. and caller id did get displayed. so i believe this is a ring group issue.

[wshrader]

we do not have a feature key to upgrade higher than 8.3.

Schedule: Schedule - 0
Remote Multi-Site Users: excluded from Dial-By-Name and Dial-By-Directory Menus
Dial-By-Name Menu (#1): enabled
Dial-By-Name Prompt: do not play
Dial-By-Name Spell Option: spell first or last name
Dial-By-Directory Menu (#2): enabled
Dial-By-Directory Prompt: do not play
Dial-By-Directory List Order: list in name order
Dial It Now Prompt: do not play
Repeat Menu Behavior: replay Custom Message only
Repeat Options Prompt: do not play
Speed Dial Numbers: not allowed
After 8 seconds with no input: transfer to extension 398
Day Mode Internal Call Restriction: Auto Attendant Default
Night Mode Internal Call Restriction: Auto Attendant Default
Day Mode Menu Shortcuts
0 1 2 3 4 5 6 7 8 9
398 --- --- --- 340 --- --- --- --- ---
Night Mode Menu Shortcuts: use Day Mode


398's call routes first connection attempt to
Main Incoming Call 1st (Ring Group) for 3 rings (Single Ring)
Second connection attempt:
Main Incoming Call 2nd (Ring Group) for 3 rings (Single Ring)
Third connection attempt:
Main Incoming Call 3rd (Ring Group) for 3 rings (Single Ring)
Finally:
transfer to Voicemail for Incoming call 398 (X398)

all the phones in the first connection ring group say "Main incoming call 1st"

i tested the auto attendant by setting shortcut 9 to a phone. and caller id did get displayed. so i believe this is a ring group issue.

If you are an Allworx authorized partner, you can download v8.4 and update manually.

Yes, I think (without testing to refresh my memory) that the cause is using Ring Groups. Try using a system extension to ring a Call Appearance on the same phones instead of using the Ring Group function. I have found that there are very limited circumstances which best use this feature especially since you cannot easily tell which handsets it rings without checking EVERY handset to see if it has a PFK for it.