Caller ID Issue

[Skirk505]

We have seen a very random and intermittent issue with the caller being sent from station to station when you use the 10 Digit DID internally.

If you use the 4 digit extensions caller ID works fine.

We have some offices not on the ShoreTel system yet, so we have everyone's DID entered into to Active Directory and they use the GAL as a phone list. ShoreTel of course see this and displays both the 4 Digit Extension and the 10 Digit DID. When people that are on ShoreTel use the 10 Digit DID my mistake, or just not knowing any better, to call someone internally the Caller ID that displays on the person they are calling shows up as someone else.

It only does this when your calling a handful of people, and it's usually constant as to what they see for Caller ID.

Any thoughts? My first thought is of course to tell them to stop using the 10 Digit numbers internally and that the problem resolves itself once we are all migrated and the numbers come out of AD.

[nikroft]

What is there caller id settings to is it there did or is it a general #? We had an issue where this was happening and the user getting the call had the general # programmed in outlook as another user.

[gberkemeyer]

It only does this when your calling a handful of people, and it's usually constant as to what they see for Caller ID.

My guess is that the handful of people either have an Outlook Contact that matches the caller's 10-digit number or a contact in a personal folder or an Exchange public folder. That contact would then take precedence over what's in AD.

Gary

[saimike]

Along these lines, and as an effort to prevent employees from creating personal contacts that would conflict with AD, has anyone figured out how to pass the GAL data through to the Shoretel Server?

Situation:
Employee A (on cell) calls Employee B (on deskphone & with PCM running).
PCM identifies the caller ID through the GAL integration and you're able to decide to take the call or not.

If employee B is externally assigned, the caller ID isn't passed through.

The only way around this is for each employee to add GAL objects to their personal outlook contact list, which defeats the purpose of having a GAL (or part of it anyway).

Has anyone had success with this?