Inbound caller ID blocking

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I have a customer who is having an issue in the office where employees are screening the inbound calls and not answering. Short of firing the staff, does anyone see a good solution? I have tried setting the incoming caller ID tab per user, the issue is that the calls are being sent via advanced rule to a certain extension with the other phones of that office set as a ring group. Therefore the actual DID isnt being dialed so the caller ID still comes through. 
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Chris Duquette, Champion

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Posted 4 months ago

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Sam - U.S. Support, Employee

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Hello Chris,

My response is based on the following call path:

Inbound Call to a number that resides in the company pool> Auto Receptionist Custom Rule > Ring Group Extension with multiple user devices > Ring user Devices that are located on separate extensions.

Additionally the following call path would give the same results as the call path above:

Inbound call to a number that resides on the ring group > Ring Group Extension with multiple user devices > Ring user devices that are located on separate extensions.

If either of the above call paths are correct, then you'd want to edit the inbound Caller ID setting on the ring group itself to show dialed number, and it will show the dialed number instead of the user calling.

I tested this with a ring group that is set for the inbound caller ID to show dialed number, and the extension that has the actual device set to display the actual caller ID. When I placed the call, it used the preference I set on the ring group, and displayed the dialed number instead of the actual caller ID.

Let me know if I'm off on my interpretation of the call path and I can look into this further.

Thanks,
Sam
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Chris Duquette, Champion

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sounds good, and i may be able to implement it that way. I guess i missed more specifics, the extension that the number is pointed to is a true user, not sure if it makes a difference or not. its not just an empty extension (no DID / digital line) with a group of extensions in it. Does that change things in your answer at all?
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Sam - U.S. Support, Employee

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If it's a ring group with no true DL, and it's ringing other devices that are on separate extensions, the ring group is where you'd change that setting.

Thanks,
Sam
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Chris Duquette, Champion

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just to flesh this out a little. my idea if possible would be to be able to change what the end user sees as the caller id. In this case i would want my end user to see 0 caller id info and just answer their ringing phone.
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Sam - U.S. Support, Employee

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Hi Chris,

In our current format, this is not something that is possible unfortunately. Potentially with some custom configurations being pushed to VVX phones, but it isn't something I've seen done at this time so I don't want to confirm it being possible.

In the setup I mentioned above though, instead of a 0 being displayed it instead would simply show the number that the customer called to reach them, instead of the customers Caller ID itself. Hopefully that would alleviate the issue on this one.

Thanks,
Sam