Caller ID name not displayed on phone when transferred from auto receptionist

Question

Hi,Working my way through setup. My calls come to auto receptionist then get sent to one of two call queues depending on time of day. One issue I have is that when the call is coming through both on the handset (poly e550) and the desktop app, it only shows the phone number and instead of the name it shows "forward from main auto receptionist" and the phone number. The system knows the name as it is displayed correctly in the call history (on desktop app, in the phone under recent calls it still indicates "forward from main auto receptionist" and the phone number). The voicemail(in the desktop app and email) also properly indicates the name. We need to be able to see who is calling. Any way to make this happen?

Eliot · Answer

hi @zoom908

I see the same problem.

As a member of a call queue receiving external calls on windows client (6.6.6) and ios app (6.6.5), I see both caller id number and caller id name Eliot Robinson. However, on my poly e450 (8.3.1.0614), my poly vvx450 (6.4.7.4746) and my Yealink t54w (96.86.3.19), I see the caller id number and LAS VEGAS NV calling.

I suggest you open a support ticket.

I could not find anything in the support articles that addressed this caller id name inconsistency.

Frequently asked questions about caller ID

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0063187

Changing Zoom Phone policy settings

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069655

Viewing inbound call notifications for the Zoom app and Zoom Web App

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061291

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks, eliot