atcomsystems.ca/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Caller ID not transfering from AA

Over the weekend I upgraded an old R3 that was acting up to a R7.

The way we have our system setup is that the AA picks up all incoming calls and gives the various options to reach people in the office. When a call gets routed to an extension from the AA "Voice Messaging System" shows up on the display with no caller ID information.

I looked over the documentation that came with the R7 and I found:

"If you receive a call routed to your extension by Direct Extension Dial, a voice messaging
system, or automated attendant, the Caller ID information is passed to your extension when
you answer the call."

From that I assumed that the caller ID information should be displayed but it is not. I have tried to let the phone ring until voice mail picks up and still nothing.

If anybody knows how to get the caller ID information to display with my current setup I would really appreciate some help.

The CID info should normally be displayed on all ringing lines on phones with displays. Is it?

The CID is passed after the second ring, make sure you wait that long and your AA is set to pickup on the third ring or after. If you are seeing the CID on the phones it should be passed on transfer by the messaging. What messaging are you using?

-Hal

After reading your post I changed the VMS Hunt Delay to 3 rings. After 3 rings the AA picks up with the company greeting. With that change made now when someone is transferred to an extension from the AA the caller ID is displayed. So I now know that incoming calls have to ring at least twice for caller ID to work.

Now I have the problem of figuring out how to have incoming calls ring 3 times, so the caller ID gets sent, and have no phones in the office ring during those three rings.

This is how it must work when I am done.

1) Someone calls one of our 3 incoming lines (They should all be picked up by the AA after 3 rings)
2) It rings 3 times so the caller ID is sent, no phone in the officer can ringing during those three initial rings.
3) The AA picks up with the greeting and instructions on what extension to press to reach the person you wish to speak with.
4) Caller enters the extension
5) The phone at that extension rings with the caller ID information shown.

Change their line buttons from immediate ring to delayed ring.

Just program all of the phones to not ring - you should set at least one to delayed ring (rings on 4th ring) so if all of the ports are busy or the mail dies at least one phone will ring starting with the 4th ring.

If I were to change the delay ring on a users phone would that effect calls that are transfered to them from the AA?

No, only outside line ringing. Transferred and intercom calls still ring immediately. Only thing that would stop that is a DND button.

I would just program them all for no ring as upstate suggests except for maybe one so you know if the AA isn't picking up for whatever reason.

-Hal

With your help I was able to get it working just the way I wanted it to.

Thanks for the help guys.