Why do transferred or parked calls show the wrong number?

When someone picks up a parked call or takes a transferred call, their phone should show who's calling. If it shows the coworker who parked or transferred the call instead, a caller ID setting on the users in the call, or on the desk phone, is usually the cause.

Some labels in your portal or apps may look slightly different from this guide.

Who changes what

You can check and change a user's own caller ID settings in the admin portal. Settings tied to your company's phone numbers, such as which number shows on outgoing calls, are handled by CallSprout support. If that's your problem, see the wrong caller ID shows on my calls.

CallSprout may already have set some of the values below when your users were created. Check them anyway, because every user in the call needs the same ones.

Fix a parked call that shows the wrong number

1. 1
   Step 1:

   Open the user

   In the admin portal, go to Extensions and select the edit icon for a user who parks or picks up calls.
2. 2
   Step 2:

   Find the caller ID section

   Open the advanced options and scroll to the caller ID section.
3. 3
   Step 3:

   Set the four values

   Use the values in the table below.
4. 4
   Step 4:

   Save, then repeat

   Select Save. Make the same change for every other user who could park or pick up the call.

Fix a transferred call that shows the wrong number

For an attended transfer, you only need the first two settings from the table: Trust Remote-Party-ID set to Yes and Send Remote-Party-ID set to Use Remote-Party-ID. Set them on every user in the transfer.

If the call is transferred to an outside number, a matching change is also needed on CallSprout's side of the system. Contact support and tell us which users are involved.

Check the desk phone

The phone has its own setting for where it reads the caller's number from. It should be set to RPID-PAI-FROM. On Yealink phones, look under Account, then Advanced, for Caller ID Source. For other brands, or to change many phones at once, ask support.

Test it

Park a call from an outside number, pick it up on another phone and check what the display shows. Then do the same with an attended transfer. Parking calls and transfer a call walk through both from the user's side.

If it's still wrong

Contact support and tell us:

• Whether it's a parked call or a transfer.
• The users and desk phone models involved.
• The number shown and the number you expected.
• The date and time of a recent example.