Caller ID on physical phone (MP56) shows old user when reusing number

[The_Reclaimer]

Good day,

We are attempting to reuse a phone number from a departed employee to a new hire. The extension and all is working as expected, when calling as the user the caller ID is displayed correctly on Zoom desktop and mobile, however when it comes to our physical Yealink MP56 devices.. the caller ID still shows the new user.

We tried rebooting the phones, signing out, updating app versions, and checking all configs but could not determine where this old caller ID data is cached. As a last resort I decided to factory reset my Yealink MP56. Once up and re-paired with my Zoom account I observed:

1) The caller ID information from previous calls that showed the old user NOW shows the new user.

2) Any new call now shows the new user.

Does the above help to determine if the issue is a Zoom or Yealink issue? We have multiple physical Yealink Zoom phones in our environment and it would not be feasible to factory reset all phones (and repair each user) when a phone number is reused.

Thank you for the assistance. 

[Eliot · Accepted solution]

hi the_reclaimer,

what firmware version are you using?

Certified Zoom Phone Appliances show firmware 122.30.0.25

https://support.zoom.us/hc/en-us/articles/4402412141453-Certified-Zoom-Phone-Appliances

Yealink has the same firmware version

https://support.yealink.com/static/pdfjs/web/viewer-en.html?file=https%3A%2F%2Fsupport.yealink.com%2...

assuming you have the current firmware installed, i would open support cases with both zoom and yealink.

thanks,  eliot

https://www.yealink.com/en/product-detail/zoom-phone-mp56

[The_Reclaimer]

Thank you very much for the response, Elliot. Though I am not personally closer to finding a more long-term solution, I do have a ticket out with both Zoom and Yealink. At this time, it would appear we have exhausted all options on the Zoom front and seems to be more of a Yealink issue/fix. 

We are on the latest firmware, and I was able to export the physical phone logs for Yealink support. 

Much appreciated. If I gain any solid intel, I will update this thread.