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JeffHays-8471 avatar image
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JeffHays-8471 asked ·

Incoming caller ID with Response Group showing same number after first call of the day.

I need help please (mental, physical and otherwise)

I have 3 users (out of 400) having this issue.

When she receives the first call of the day, caller ID shows correctly. All calls after the first call show the caller ID of the first caller. (no this person isn't calling her 100 plus times a day). She is in a response group, queue and group with 4 other people and she is the only one having issues. This is happening on both her desktop and her laptop.

I have signed her out of both devices and deleted sign in info, I have removed the sip folder and tracing folder from both devices...and this weekend I even removed her from the Skype server, deleted all of her Skype stuff from each computer and left it until this morning. She is still having the same issue.

I dunno what to do anymore.

Everyone is setup as identically as I can make them.

Skype on Prem 2015

SIP trunks through Level3/Century Link/Lumen/whoever they are this week

Most up to date Skype client I can find.

office-skype-business-server-enterprise-voice
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1 Answer

JimmyYang-MSFT avatar image
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JimmyYang-MSFT answered ·

Hi @JeffHays-8471

Does this issue persist all the time?

Do you have any operations before this issue happened?

In my experience, voice policy is a factor that can make you receive the same caller ID. You can try to check it by running the command “Get-CsVoicePolicy”. For more details:

https://docs.microsoft.com/en-us/powershell/module/skype/get-csvoicepolicy?view=skype-ps

In addition, we recommend you try to use the snooper to analyze the conversation you want to troubleshoot. For more details about snooper description, you can learn it from:

https://commsverse.blog/2017/03/07/skype-for-business-snooper-and-sip-deep-dive-refresher/

Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please make sure that you completely understand the risk before retrieving any suggestions from the above link.


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This started in December and was only affecting 1 person. Now it is affecting 3 people in different response groups. I would think if it's a voice policy it would be affecting EVERYONE in the respective response groups.
I will see what snooper says and get back to you.

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Hi @JeffHays-8471
No problem, if there is any update, please feel free to contact with us!

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Hi @JeffHays-8471

Any update?

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