Is there any special setup that needs to occur in order for me to leverage the caller id when a call is routed through a Contact Center? I currently have my application functioning properly in production when a user receives a direct call. However, it is not functioning properly when they receive a call from the call center. I'm trying to trouble shoot to figure out if there is some setting in the call center needs to change or is there an additional call to the API that needs to occur in order to receive a call and query the caller id?
Additionally, when a call is coming from the call center will it lose the originating caller name and caller id?
Background: Application monitors presence, then if incoming call is answered, queries the caller id and name and uses this to lookup patient information.