To try and get this moved up the list I thought it would be beneficial to actually have the full explanation: -

We raised case 28242264, which was closed stating that caller ID cannot be transferred. However, this behaviour is causing an unresolved issue with the AI Notes / transcription feature.

Scenario

A client named Steve calls the “Main Office” ringing group.

Michelle answers the call and transfers it to John.

The caller ID shown to John remains “Main Office”, not “Steve”.

Issue

Because the original external caller ID is not preserved after the transfer:

AI Notes interpret the call as being between Michelle and John.

The transcript and summary therefore reflect an internal call, not the actual client conversation.

Expected behaviour

AI Notes should reference the real participants:

Caller: Steve (external client)

Recipient: John (internal user)

Even if caller ID cannot be technically “transferred,” the original external caller identity needs to be retained for accurate AI Notes and call records.

Request

Please review or reopen this case in the context of AI Notes accuracy, and advise whether:

There is a configuration or workaround to preserve the original caller, or

AI Notes can be updated to recognise the original external caller rather than internal transfer participants.

seems odd that if all calls come into a central reception and are then transferred there is no way to transfer the caller id. this means the call list is wrong and is it shows the transfer call ID and not the person calling the business. we have the same frustration