Problem Statement
External caller number was not displayed to agents after a call was transferred into a customer service VDN/queue. Agents saw the transferring station/agent information instead of the original calling party number.
Impact
Agents receiving transferred calls could not see the original external caller number in the queue presentation. The issue was observed when calls were transferred from Avaya Workplace stations. Comparable transfers from H.323 stations worked as expected, and later testing with SIP stations showed the calling number displayed correctly.
Alarm
No alarm was associated with this issue.
Troubleshooting Steps
- Reproduce the issue with a controlled external inbound call to an Avaya Workplace station, then transfer the call to the target VDN/queue.
- Confirm what the receiving queue agent sees: original external calling party number versus the transferring party/station identity.
- Run the same test from an H.323 station to determine whether the issue is endpoint-type specific. In this case, H.323 transfers displayed the original calling number correctly.
- Review call traces for the failing and working scenarios, comparing how the original calling party number is presented during transfer to the VDN/queue.
- Test the same transfer flow from a SIP station to the same VDN/queue.
- Perform multiple validation calls from SIP stations and confirm whether the original calling number consistently displays to receiving agents.
- After successful internal validation, have the affected users perform additional real-world test transfers and confirm results before closure.
Resolution
The issue was isolated to transfers from Avaya Workplace stations. Test calls using SIP stations to transfer external calls into the same customer service VDN/queue displayed the original calling number correctly on each test. After additional user validation, no further caller ID display issues were reported and the case was closed.