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  • 911 CESID versus Caller ID

    I ran this by Shoretel tech support and was told it cannot be done.

    In reference to Caller ID, we wish to have the following situation:

    1)When a user makes a non 911 call (normal call) the Caller ID is given out.

    2)When a user makes a 911 call, the IP Range CESID is given out. We thought we had that setup
    but a regular call is giving out the CESID. How do we fix that?

    We have 300 phones at 14 different sites. Managers need to show the department receptionistís number as the Caller ID. Other users need to show the Auto Attendant number as their Caller ID etc etc. In many instances the 911 CESID will be different from the Caller ID.

    Any suggestions on a work around? How have others setup 911 in organizations which are spread out?

  • #2
    I'm not sure why ShoreTel would have told you it can't be done. Maybe they didn't understand the question?

    We have our CESID setup at the Site level and it contains the Site's main phone number, so all 911 calls use the current site's CESID number. For non 911 calls, most of our users send out their DID number, but some of our users send out a specific CallerID other than their DID and sometimes other than their main site number (like a workgroup DID number). We specify this number on the user account.

    If you've checked the DID box on the user and you haven't specified a different Caller ID on that user, it should be sending out his individual DID as callerid for non 911 calls regardless of your CESID settings.

    It could be that your telecom vendor is overriding your outbound Caller ID.


    • #3
      In our case we have to pay for the ability to send the caller ID through the circuit provider. In one case they dropped that service by mistake and every call went out with the main number on the account as caller ID.


      • #4
        By default, the DID is sent out as caller ID. This can be overridden by the caller id field on the user profile. If neither is applicable, the CESID values are sent (so Site CESID in many cases).

        From a 911 perspective, keep in mind that the carrier needs to support sending your CID for 911 calls. Many carriers overwrite 911 calls with the BTN you specified when setting up service.