Caller ID displayed on transferred calls ?

[darkmatter15]

Is there a way to get the caller ID to display when a call is transferred?

Currently our Main # comes into an operator who fields all calls personally. She frequently does a blind transfer to the end user and when doing so, the end user's phone displays the operator extension. We would like the CLID to be displayed on the end user's phone instead of operator info.

Am I missing something or is this not possible?

Thanks

[Jason Learmouth]

Does the CLID change to the callers number after the end user answers the phone?

[darkmatter15]

Yes, when the end user picks up the CLID is displayed. We would like it to be displayed prior to answering the phone.

[Jason Learmouth]

You need to train your operator to do blind transfers, at the moment they are doing cosultive transfers and hanging up. I'm assuming the transfer is being done through the handset, after hitting Transfer and typing the extension number they also need to press the TRNSFR softkey to initiate a blind transfer. That will fix the caller ID issue.

If the operator uses Call Manager to do the transfer then it should be fine because a drag and drop operation does a blind transfer by default.

[darkmatter15]

I will need to see exactly how she is doing it.
I do know that she is using the call manager and I think that to transfer she is clicking the "monitor extension" button for the particular user. And in the call manager toolbar setup, I have the button doing blind transfer for "connected call action".

If it matters the Shoretel is 8.1

[eazeaz]

Clid

In my opinion, this is a "bug" that his been around a long time.

Regardless of how the operator starts a transfer, when they hang up, it is obvious that it is then a blind transfer. There is no one to consult with, the person hung up.

That being said, JLear is 100% correct. Doing a true blind transfer "fixes" the issue.

we have had issues where an internal person will answer the phone seeing that the call is from "suzi Q". The internal person says "Hey suzi" but it is really a customer. The caller ID didnt change until the call was actually answered, even though the transferring party hung up LONG ago.

I wouldn't think that it would be hard (and would be very logical) to change the behavior on the shoretel system. If someone starts a consult, and then hangs up, it should become a blind transfer.............

[Jason Learmouth]

We use that Monitor Extension toolbar setup as well and it works fine with 8.1. I suspect she is using the phone for extensions she knows well. Let me know how it turns out.

[Jason Learmouth]

Couldn't agree more, furthermore, the 110 and 115 don't actually support blind transfers because they don't have soft keys...

If hanging up would change the transfer to blind then they would work either way.

I've raised this with ShoreTel a couple of times and gotten no where. It seems like common sense to me, but what do it know

In my opinion, this is a "bug" that his been around a long time.

Regardless of how the operator starts a transfer, when they hang up, it is obvious that it is then a blind transfer. There is no one to consult with, the person hung up.

That being said, JLear is 100% correct. Doing a true blind transfer "fixes" the issue.

we have had issues where an internal person will answer the phone seeing that the call is from "suzi Q". The internal person says "Hey suzi" but it is really a customer. The caller ID didnt change until the call was actually answered, even though the transferring party hung up LONG ago.

I wouldn't think that it would be hard (and would be very logical) to change the behavior on the shoretel system. If someone starts a consult, and then hangs up, it should become a blind transfer.............

[Nomad]

Hate to open up an old post, but this issue seems like it needs to be resolved. We are having the same problems as mentioned above. People are thinking someone internally is calling them when it's an outside customer. When a call is transfered and the transfering party hangs up, it should now be a blind transfer and the CLID should show up.

ShoreTel's own documentation even says that's how it should work. This is taken from the IP230 user guide posted on their website:

Transferring a Call

To transfer a call from your extension to another number:

Step 1 Press the Transfer button . The call is put on hold.

Step 2 At the prompt, dial the number (or press the extension's
custom key, or use the Directory to find the party), then do
one of the following:

a. Complete a blind transfer by hanging up or by pressing
the Transf soft key.

[eazeaz]

Blind Transfer

Totally agree.

once the transferring party hangs up, the call is released. There is no way to "consult" anymore. The call should become a blind transfer and caller ID should be passed at that point. Not at the point of the call being answered.

users look at the screen to see who is calling before they answer, not after......

this can be avoided by using the PCM, but it *SHOULD* work either way.... just common sense. Why would the system hang on to the call in "consult" mode after I have hung up? Is the other person going to consult with my handset?

[Palitto Consulting]

eazeaz, Hopefully they won't hear from the handset how you've been slamming it down recently?