question

TimButterworth-5424 avatar image
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TimButterworth-5424 asked SteffenHartwig-3235 answered

Caller ID not displaying at top of Skype for Business

Hi All,

We have several pick-up groups to allow admin staff to answer calls to one of a variety of central phone numbers. In the past, the caller ID phone number would display at the top of the Skype for Business window when answering a call, but since updating our PCs to the latest Office / Skype for Business build (16.0.13628.20xxx both 32-bit and 64-bit) the number no longer displays and we just see the Lync server name instead.

Any ideas what may be causing this?

Thanks,

Tim

office-skype-business-server-administrationoffice-skype-business-server-enterprise-voice
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Hi Tim,

Did you ever find the answer to this as we are also experiencing the same issue.

Regards,
John.

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SharonZhao-MSFT avatar image
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SharonZhao-MSFT answered SharonZhao-MSFT commented

@TimButterworth-5424,

Could you provide us a screenshot if possible?

Does anyone else have the same issue?

It recommends you clear the client cache and have a try.

  1. Right click the Windows icon and open the Run bar

  2. Type in: %localappdata%\Microsoft\Office\1x.0\Lync\ folder

  3. Delete the sip profile folder.

  4. Go into the Tracing folder, delete all files.

If all users have the same issue, you could go to Lync server event viewer to check if there is any related error message in Skype for Business front end server.


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63036-skype-for-buisness-edited.jpg



Here is a screenshot. The bit I've blanked out twice is just our Lync server address.

We've already tried the steps you mention to resolve the issue, but it doesn't help. We've tried logging onto a freshly re-imaged computer with a couple of user accounts who are members of group calls and the problem occurs there as well. It doesn't impact all users, no. As far as we can tell, it's just those who have recently been updated to the latest build of Office / Skype for Business. I had a quick look on the Lync server event viewer but don't see anything obvious (but them I'm not really familiar with the system).

Thanks,

Tim

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@TimButterworth-5424,
According to your description, it seems more related to the update of Office/ Skype for Business.
Due to resource limitation, I can't give you a deterministic reply.
I will seek for other path to confirm this scenario. Any update I will share here.
Thanks for your understanding.

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@TimButterworth-5424,

You could check if users enable show my caller ID as below.

66352-image.png


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image.png (110.2 KiB)

@TimButterworth-5424,
Do you have any further question on this topic now?
If the suggestion helps, please be free to mark it as an answer for helping more people.

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SteffenHartwig-3235 avatar image
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SteffenHartwig-3235 answered

I have also experienced this problem with one of my Customers.

Is there a solution here so that the name of the caller and not the FrontEnd server name is displayed?

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