topic Re: Cannot see the original external callers number when a call is transferred from colleagues in Phone line

Cannot see the original external callers number when a call is transferred from colleagues

OrangeDave — Fri, 16 Jan 2026 14:40:27 GMT

Hi,

Reaching out because I´m cant find obvious answer to the problems we have regarding number presentation on incoming forwarded calls. New user to Cloud Voice.

Setup:

BT Cloud Voice and Poly Edge E220 phones

Problem:

We cannot see the original external callers number when a call is transferred from a colleague.

Example - My colleague answers the phone and when the external call is transferred to me, all I see is my colleagues name and extension number instead of the original callers number. We use consultative transfer.

Seems like a minor thing but with the amount of calls that get transferred its frustrating when we then have to ask callers to confirm their number instead of having it available on the display.

Is there something obvious that we need to enable/set up?

Re: Cannot see the original external callers number when a call is transferred from colleagues

HannahC1 — Tue, 20 Jan 2026 08:32:19 GMT

Hi OrangeDave,

I'm sorry to hear this, if you could send us over a private message we can support.

Thanks

Re: Cannot see the original external callers number when a call is transferred from colleagues

AlanM1 — Thu, 22 Jan 2026 09:41:13 GMT

When an external call is transferred between colleagues, the desk phone may display the transferring colleague’s details instead of the original caller’s number. This is expected behaviour and not a fault.

It happens because transferred calls are treated as new internal calls, and some desk phones can’t display the original external caller after a transfer.

To help keep the original caller number visible:

Use an attended transfer (speak to the colleague before completing the transfer)
Use Call Park and have the colleague pick up the call
Check full caller details in the BT Cloud Voice desktop or mobile app

The call itself is not affected — this is display behaviour only. If you need further help, BT Cloud Voice help and support | BT Business select Live Chat and a Cloud Specialist will take it further. Thank you

Re: Cannot see the original external callers number when a call is transferred from colleagues

OrangeDave — Fri, 23 Jan 2026 14:21:40 GMT

We do use attended (consultative) transfer but only my colleagues extension is displayed. Call park seems to be an additional unnecessary step.

It may be an intended action but seems a limitation of the phones and system.

Perhaps this is something that can be reviewed as I cant be the only one that handles calls like this.