If you are running a ShoreTel System (at least in Germany or Switzerland) and you have some people forwarding calls to external phones like mobile phones and/or land lines. They may not see the incomming caller ID on their external device. They will only see your system default PRI caller ID. This is very bad if these guys miss the call, they cannot call back.
This behavior can be changed since 11.x with a registry hack and since 11.2 it has been integrated much better into the system, but it does not exists by default and leaves you in the rain; if you are not aware of this feature. Until today these settings are not documented in the public.
UPDATE 01/20/2012: We rolled back all below settings, after we have been migrated from Nokia to Siemens EWSD and are now using a Custom Trunk Group Dialing Rule with a value of ;3E only.
In previous 11.x builds this was done by appending a registry hack flip_rnie 0:
Windows Registry Editor Version 5.00 [HKEY_LOCAL_MACHINE\SOFTWARE\Shoreline Teleworks\Telephony Management Server\Settings] "SwitchDebug"="debug_options onhook_dialing_for_IP110 1 flip_rnie 0."
To revert to default just remove flip_rnie 0
Windows Registry Editor Version 5.00 [HKEY_LOCAL_MACHINE\SOFTWARE\Shoreline Teleworks\Telephony Management Server\Settings] "SwitchDebug"="debug_options onhook_dialing_for_IP110 1."
Since 11.2 the registry hack is gone and no longer works. You need to follow below steps to get this working on your PRI or BRI trunks.
- Create a new ISDN Profile under Trunks > ISDN Profiles. Name it FlipRNIE or SystemISDNTrunkFlipRNIE
- Set the Custom Parameter
SEND_BTN_AS_RNIE=Yes
RNIE is the same as the carrier requiring Originating Caller ID or Redirecting Number in the Information Element (IE) 74. The flip process swaps the BTN and the Originating Caller ID between RNIE Information Element (IE) 74 and Calling Party Information Element (IE) 6C.SEND_BTN_AS_RNIE=No(IE 74 sends the Originating Caller ID and IE 6C sends the BTN) (default no ISDN profile needed)SEND_BTN_AS_RNIE=Yes(IE 74 sends the BTN and IE 6C sends the Originating Caller ID) (requires ISDN profile as mentioned previously)
- Assign the new ISDN Profile to your Trunks
For us it was also required to enable Enable Original Caller Information