I have CID prefix configured for ring groups and queues. When an external caller enters the queue from an IVR, the CID Prefix works fine. If you call the ring group or queue from an extension, the Prefix is not included in the CID.
This is causing significant issues for the customer because the called user thinks the caller is calling them directly, rather than a customer being transferred into a queue. The customer recently upgraded from Elastix 2.4 (which always added the prefix when configured) and they are demanding to be rolled back because of this.
Does anyone know if there is a configuration setting to work around this issue?
I believe you could use Applications > Set CallerID module (Destination as ring group) then build a Misc Application to have users Transfer to that code.
After further investigation, it appears that it does not work when the extension list is configured with # to dial followme. To make matters worse, it appears Sangoma P series phones ignores it anyway. Frustrating. I thought this was an upgrade.
Thanks for your help! I got distracted away from this solution with a related bug when the ring group is configured with Confirm Calls (bug report below). Call transfers to the ring group fail with “I’m sorry the call is no longer available” when a call that came from a ring group is transferred again to a ring group.
After reporting that issue, I tried your solution and it worked perfectly. I set the caller ID to the ring group number and this effectively worked around the Sangoma caller ID issue. Thank you!