Inbound and Outbound Caller ID

[tubadave17]

My company has a Shoretel system and we are having a problem with caller ID. Please understand that I'm a complete novice at Shoretel systems and been put in this situation by our vendor. They don't return our calls, along with calls from their other clients.

Anyway, we have a PRI through AT&T. I called AT&T yesterday and they tested the line. They assured me that caller ID was indeed enabled and should be working.

Incoming calls list the number as "caller ID unknown" and outgoing calls (to my cell phone for example) simply read "unknown."

I found a thread regarding the ;2E entry in the custom field of Trunk Group Dialing rules, but this didn't help.

The funny thing is that I had a user come to me a few weeks ago and say that a call she was forwarded from our operator had the phone number listed. I checked her phone and sure enough, it was there. This is the only instance I know of this working. Why would it only work once?

Thank you for any help that you can offer. If you need more information, please let me know.

David

[eazeaz]

Caller ID

Just to make sure, is it not showing the number at all? Or just not showing the NAME with the number?

[tubadave17]

Caller ID

It's not showing anything at all. The Trunk test tool also shows nothing.

I did some research last night after posting and found out that our trunk groups are configured as "Digital Wink Start." I read somewhere that caller ID does not work on these type of trunks. Is this true? And if so, why would our vendor configure it this way?

David

[eazeaz]

Pri

Can you post a picture of your T1 Switch config?

[tubadave17]

Pic

Here you go.

[southeasternMI]

You have CAS selected for your protocal type, should be using ISDN if you truly have a PRI.

[tubadave17]

Protocol Type

How would I know for certain that I have a PRI? I don't want to change this and take down our phones.

[eazeaz]

Pri

You can call ATT and ask them what settings you should be using.

Or you could write down all your settings, wait till after hours, and tinker.

A true PRI from ATT would (I think) look more like our config attached.

Look at your trunk group as well and make sure "Block Outbound Caller ID by default" is not checked just for good measure........

[Jlorenz]

The only true way to determine the cause of the CID incoming and out is to trace the call from the T1 SG

Setting the ;2E is setting National E.164 to be forced. Many carries will reject the CID format because this is not seen in the outbound call. ;3E set this E.164 for National and International.

Chances are the Carrier is not sending the information or the T1 is not correctly setup with the right protocal.

PM me if I can help

My company has a Shoretel system and we are having a problem with caller ID. Please understand that I'm a complete novice at Shoretel systems and been put in this situation by our vendor. They don't return our calls, along with calls from their other clients.

Anyway, we have a PRI through AT&T. I called AT&T yesterday and they tested the line. They assured me that caller ID was indeed enabled and should be working.

Incoming calls list the number as "caller ID unknown" and outgoing calls (to my cell phone for example) simply read "unknown."

I found a thread regarding the ;2E entry in the custom field of Trunk Group Dialing rules, but this didn't help.

The funny thing is that I had a user come to me a few weeks ago and say that a call she was forwarded from our operator had the phone number listed. I checked her phone and sure enough, it was there. This is the only instance I know of this working. Why would it only work once?

Thank you for any help that you can offer. If you need more information, please let me know.

David

[Timberline]

Where does the ;2E go?

I just made service vendor switch. I have been having some new caller id issues as well. My new service provider has told me that new switches must have the national flag forced to pop the CID database properly. Currently it says unknown.

My current Shoretel vendor has no clue as to what I am asking for, again. How do I set my outbound caller id to national? (Where do I put the ;2E setting at?)

ShoreTel 7.5
Build 12.14.8701.0

The only true way to determine the cause of the CID incoming and out is to trace the call from the T1 SG

Setting the ;2E is setting National E.164 to be forced. Many carries will reject the CID format because this is not seen in the outbound call. ;3E set this E.164 for National and International.

Chances are the Carrier is not sending the information or the T1 is not correctly setup with the right protocal.

PM me if I can help

[Jlorenz]

You will need to enter Support Mode in Director

To do this BEFORE YOU LOG INTO SHOREWARE DIRECTOR

Press and hold the CTRL and Shift Key
Click on the User Name of the Log in, in Director

You will see a Red Support Entry Mode appear under the User name and Password

Log in normally to Director
Go to your PRI trunk Group open that
at the Bottom of the Page you will se an entry called Custom Dial Plan or String

Open that and put ;2E

I just made service vendor switch. I have been having some new caller id issues as well. My new service provider has told me that new switches must have the national flag forced to pop the CID database properly. Currently it says unknown.

My current Shoretel vendor has no clue as to what I am asking for, again. How do I set my outbound caller id to national? (Where do I put the ;2E setting at?)

ShoreTel 7.5
Build 12.14.8701.0

[eazeaz]

Advanced Settings

I would have your service provider call shoretel. They need to tell them that they want to add the ;2E to the advanced settings section on your trunk.

I would make sure that shoretel knows that you are doing it and why.

Jlorenz's directions will get you there if you want to try it on your own....

it definately fixed our issues, immediately.

I have only seen the issue on low cost/small phone companies.

[Jlorenz]

I would have your service provider call shoretel. They need to tell them that they want to add the ;2E to the advanced settings section on your trunk.

I would make sure that shoretel knows that you are doing it and why.

Jlorenz's directions will get you there if you want to try it on your own....

it definately fixed our issues, immediately.

I have only seen the issue on low cost/small phone companies.

Actually this is pretty prevalent with Sprint and Verizon and have seen this with AT&T as well. It really depends on who is providing and it may also be an issue with an upstream or a downstream provider. Although it is seen from ILEC, CLEC providers who do not have the "AT&T" 5e switch guru's

BTW there is nothing magical in going to support mode and adding ;2E or ;3E

It saves you time waiting and time explaining. It is a very simple fix any competent ShoreTel Admin can do and will have absolutely "NO" effect on system operation

If this does not correct the issue, then a call to TAC would suffice and I would strongly recommend. Further Debug from the T1 SG would need to be handled. Something I can assist on if the customer needs help with

[Timberline]

Thank you. That is exactly what I needed. Now my particular caller id problem has been solved.

You will need to enter Support Mode in Director

To do this BEFORE YOU LOG INTO SHOREWARE DIRECTOR

Press and hold the CTRL and Shift Key
Click on the User Name of the Log in, in Director

You will see a Red Support Entry Mode appear under the User name and Password

Log in normally to Director
Go to your PRI trunk Group open that
at the Bottom of the Page you will se an entry called Custom Dial Plan or String

Open that and put ;2E

[kmercier]

Sorry to bring up an old thread, but my question related directly to this issue.

Does the ;2E work on analog lines? My guess is that it doesnt, but i hope someone has a definitive answer

Ken