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

[zoom908]

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]

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

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thanks,  eliot

[zoom908]

Thanks. So how are people using phones dealing with no caller ID name info? I also tested 6.6.6 windows and still dont see the name. Will open a ticket. 

[Eliot]

hi @zoom908 

I also submitted a ticket.

my current testing shows caller id name working on desk phones e450, vvx450 and yealink T54w.  also works on windows 11 client and ios app.  i used a couple of tmobile cell phones to test.  one with a 702 area code and one with a 646 area code.

please try retesting.

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

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