Unknown Call ANI at UCCX Abandoned Call Reporting

[Delandro Omar]

Hi everyone,

I am encountering an issue with the Cisco UCCX Abandoned Call Report. Specifically, some rows in the report display the ANI (originating call number) as "unknown."

I would appreciate any insights or recommendations on resolving this issue. If additional details or logs are required, please let me know.

Best regards,

Delandro Omar

[mybalancenow36]

This could be due to caller ID restrictions, SIP trunk settings, or how the calls are routed. Check if the upstream provider is passing ANI correctly, review gateway logs, and verify if anonymized calls are affecting the report. 

mybalancenow

[Roger Kallberg]

You'll get Unknown number when the call came from a restricted CLID.

[Delandro Omar]

I attempted calling with my own number to test the issue, and observed inconsistent behavior. In some instances, the ANI (originating call number) is displayed correctly, while at other times, it appears as "unknown."

Is this solvable on my end?

[Elliot Dierksen]

This problem is almost certainly where the call enters your network from the PSTN, not in CCX. Assuming you have CDR enabled, look at a CDR export and see if you get "unknown" ANI on calls that don't go to CCX. I suspect you will, so that is where you will want to look. Your CUBE/gateway configuration, or how your PSTN provider passes outside calls to you are the most likely suspects.

[david.macias]

This. You're going to have to validate from the gateway if you actually see a caller ID or not. If you don't, then it's off to your provider(s) to ask why you some times see it and some times done.

david