question

JeffHays-8471 avatar image
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JeffHays-8471 asked w4lter-3028 commented

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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Hello,

did you ever got a solution for this?

we are also have the same issue since 12/2021, running sfb 2019 onprem with our response groups.

interesting side note: for a short time, the callerid is correct (1-2ms) - after that, the s4b windows changes the number to the first caller id of the day.
the conversation history of the users inbox shows the correct callerid.

in my opinion, this have to be a bug on the s4b client.

MS Office 365 Pro Plus, Build 2102 (13801.21092)
Skype for Business 365 MSO (16.0.13801.21072)

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1 Answer

JimmyYang-MSFT avatar image
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JimmyYang-MSFT answered Jeffhays-2226 commented

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 There.

I also have 2 agents that receive their first Call in the morning, and then after the second call rings (Pop-up in the lower right is showing correctly) but when they accept the call, the Skype main windows show the caller ID before this one.

We are also on Skype for business 2015.

Any help would be appreciated.

Thanks!

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