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calling internally ( ext to ext)  using Polycom Phones (VVX411) it displays only extension and not name

  • 1.  calling internally ( ext to ext)  using Polycom Phones (VVX411) it displays only extension and not name

    Posted 6 days ago

    Problem happens ( No Name display)  only when calling one extension to another Extension internally and both have Polycom VVX411 Phone.

    When you call from Web RTC extension to another WebRTC extension Name and Extension both are displayed.

    When you call from Polycom Phone to WebRTC extension   Name and Extension Number both are displayed.

     is this a known issue or is this a Bug ? has anyone experienced the same or am i missing somthing here?

    As per support advise I even tried changing Key Lable to "Name" and Line appereance to extension with no luck.
    #Telephony

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    Ronak Shah
    Brant Telephone Inc.
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  • 2.  RE: calling internally ( ext to ext)  using Polycom Phones (VVX411) it displays only extension and not name

    GENESYS
    Posted 6 days ago
    Yes, this is because of how the SIP messaging works between physical phones and the Edge.

    The user names show up properly in the Client UI, but not on the phone being called when you dial a user extension manually from the physical phone.

    The phone sends an INVITE to the edge with itself as the sender (From: address is the phone's info). In this particular case, the Edge does not need to go through the cloud to look up the calling party's info - it just proxies the INVITE straight across to the other phone. So, the Caller ID (From: info in SIP) shows as the calling phone, not the user logged into the phone.

    The name of the user being called shows up on the calling phone, and both users' names show up in the Client.

    Calls that involve WebRTC have to go through the cloud and a Gjoll server that does translation of the SIP to http/WebRTC, so it picks up the user name as the calling party along the way.

    So, yes, this is the correct behavior.

    Sorry for the long answer, but I figured I should put in details for anyone really curious.

    If you are using UDP or TCP on the phone trunks, you can do a Protocol Capture  from th etrunk and look at the SIP communication in Wireshark. (Doesn't work for the WebRTC side since those always use TLS and the packets are encrypted).

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 3.  RE: calling internally ( ext to ext)  using Polycom Phones (VVX411) it displays only extension and not name

    Posted 5 days ago
    Many Thanks George for your Prompt reply

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    Ronak Shah
    Brant Telephone Inc.
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  • 4.  RE: calling internally ( ext to ext)  using Polycom Phones (VVX411) it displays only extension and not name

    Posted 5 days ago
    is there any work around to make this Work apart from using Desktop app or WebRTC ?
    Asking as Client claims that this used to work in the past and not any more.

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    Ronak Shah
    Brant Telephone Inc.
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