Sending ANI (callerid) information to specific external customer/number

[seedofc]

Hi,

Does anyone know how I can configure my ShoreTel system to send an internal users ANI (CallerID) information when they dial a specific number or extension?

Scenario:

Internal ShoreTel user dials extension. Extension forwards to an outside line (3rd party). 3rd Party would receive callers specific ANI (callback number).

At the moment, all externally dialed call recipients will receive our company's main line number, instead of the users specific ANI. We would like to keep this the same, but only send out specific ANI information when that user dials a specific extension or external number.

Thanks!

[seedofc]

Anyone know where I can possibly find this information?

[eazeaz]

That doesn't sound like it is currently possible to me.

[southeasternMI]

SEEDOFC,

Why do you have a user call another extension and then have it forward out to the 3rd party, why not call from the orign extension, why the second hop? Is there only one 3rd party that is being called or are there many different 3rd parties?

If there is just one, then you could set the user CID on the extension that forwards to the 3rd party to the call back #. Or if multiple people call the extension that forwards to a 3rd party, maybe you could setup a hunt group or auto-attn with those users in it. Then you could put the ext # of the huntgrp or auto-att in the CID of the extension that forwards.

I tried to make sense, but I don't know if it worked.

[LonnieBear]

Often times, you don't know that a user is not at his desk. The user has setup calls to be forwarded to a mobile phone. When the call is forwarded to the mobile phone, the user's caller ID just shows the main number and he doesn't know who is trying to call him. Also, when external calls are transferred to the user extension, if the call is forwarded to his mobile phone it also shows the main office number and not the caller ID of the originating call.

[seedofc]

SEEDOFC,

Why do you have a user call another extension and then have it forward out to the 3rd party, why not call from the orign extension, why the second hop? Is there only one 3rd party that is being called or are there many different 3rd parties?

If there is just one, then you could set the user CID on the extension that forwards to the 3rd party to the call back #. Or if multiple people call the extension that forwards to a 3rd party, maybe you could setup a hunt group or auto-attn with those users in it. Then you could put the ext # of the huntgrp or auto-att in the CID of the extension that forwards.

I tried to make sense, but I don't know if it worked.

Thanks for your response! I know it's a bit confusing, so let me try and clear it up a bit. Let's say that your office has an internal helpdesk. To reach that internal helpdesk, you dial x5555. The person at your helpdesk will be able to see your CID information. Now, lets say that your company decides to outsource your helpdesk to a 3rd party company. The 3rd party assigns you an 800 number, and you set your phone system to when someone dials x5555, it forwards out to the 800 number the 3rd party helpdesk gave you. Now, this 3rd party helpdesk has a program that can capture the callers ANI, look it up in an SQL database, and return the full CID information to the helpdesk staff.

This is the scenario I'm looking at. I need to send that ANI information out when anyone at this company dials the helpdesk extension (they all have their own unique DID). This 3rd party helpdesk has several clients with Cisco and Nortel phone systems that are able to do this, so I figure that Shoretel should have a similar option.

Hope that makes sense. Thanks ahead of time for your help.

[southeasternMI]

What info (CID) is the 3rd party helpdesk getting; the main number (billing #) of your company? The issue you maybe having is that the carrier is not sending the root CID, just the billing #. They can send the root CID, but that is something you will have to get provisioned with your carrier.

[seedofc]

The 3rd party helpdesk is getting our offices main number. This is the way it's setup, because we don't want the public seeing the ANI/DID of the caller. But we do want the helpdesk to see it. I'm pretty sure it isn't being blocked by the carrier.