This seems like the most basic setup a decent size company could have. Someone calls in to an IVR, they push 0 to get to an operator. This sends them to a call queue of available operators to answer. They pick up and act as a receptionist and decide to forward the call to me internally. As soon as they do this, the original caller id is stripped from the call. So on my end it looks like my main company number is calling me. Even if the caller leaves a voicemail, I have no caller ID from them.
I'm told by one support rep that this is a feature. I can't believe this doesn't effect more customers. I've dealt with countless phone systems being in IT and this seems crazy to me. Does anyone have any work arounds?