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desperately need help with caller id

Posted: Fri Jan 20, 2012 3:55 pm
by cnebrandt
I have spent the last 6 weeks trying to get my caller id set up properly after I ported my land line phone number. I have sent 10 emails to ooma care support (OCS) and I feel like I am talking to a robot since they still have not been able to correct the problems. Worse, they don't see a problem and keep telling me that all is fine. Hopefully one of you can tell me how to get them to fix this.

I want my ported land line number to show as my caller id number and the name to be THE BRANDTS. OCS insists that this has been done, and I have checked and it is correct there. But no one sees either the name or the correct number when I call them. THey see my Google Voice Extension (GVE) with no name. I want the GVE number on my calls from the telo handset but not on the primary number. Am I correct that my GVE if set up correctly should show up on the telo handset calls? It does even though the name shows the same no name.

For the primary number problem, OCS claims that the receiving party carriers are not looking up the name in the National database. Does that explain the wrong phone number showing too? And could that really be happening with all my calls?

For the secondary number CNAM problem, OCS claims that my GVE number is not found on my Ooma account. Since that is the number that is showing up (from both lines) I don't understand what they could possibly be talking about. I just want the CNAM to show my name. I'm afraid to push this because they keep telling me that the number assigned when I started my premier account is my secondary number. So I expect that the only thing they will change will be to remove the only thing that is correct, the GVE number showing on the handset calls and replace it with the nonsense number that I do not want.

My porting went smoothly and was done in 6 days, but this part has taken 6-7 weeks and I have no hope of getting them to even see the problem.

THanks for any help you can give me.

Re: desperately need help with caller id

Posted: Fri Jan 20, 2012 4:04 pm
by lbmofo
Sounds like you need to setup your secondary number on a personal device (Telo handset); login to that number's and setup GVE. Undo the GVE on the shared number (your primary number).

Re: desperately need help with caller id

Posted: Mon Jan 23, 2012 6:14 pm
by cnebrandt
thank you so much for your assistance. As usual the forum gives more support than Ooma Customer Support.

And thanks for the links. I tried to use them but they did not work as expected.

I set up my secondary number as a personal device on the telo handset. Then I logged into the secondary number my.ooma and setup GVE. Fine. THen I logged out and signed into the primary number and unchecked enable GVE. But when I logged out and back into the secondary number it also now showed the enable GVE unchecked. So now when I call from either the primary or the secondary what shows for callerid is the secondary virtual number which is just what I don't want to show from either phone. WHen I go back and enable GVE on the secondary number it then returns to show the GVE number again from both the telo and the handsets.
I'm wondering if the problem might be with what is shown on my phone numbers preferences page especially the "shared" next to the 2 handsets. I don't know what it should look like but this is what I show:

DEVICE NAME ............................................................... PHONE NUMBER
2 telo handsets photos with "shared" in blue ............primary number and secondary number

1telo photo with nothing next to it...........................only "add a new number phone"

1 telo handset photo with "cindys GV" in blue...........only "add a new number phone"

So even after removing the GVE on the primary number, which removed it from the secondary as well, that "shared" next to the 2 telo handsets does not go away and my problem is the same.


Re: desperately need help with caller id

Posted: Mon Jan 23, 2012 10:48 pm
by lbmofo
Hi Cindy, try the following:

Goto My Ooma, Preferences, Google Voice

Uncheck Enable Google Voice Extensions
Uncheck Use my Google Voice Number as my Outbound Caller-ID


Goto My Ooma, Preferences, Phone Numbers

Delete all devices setup already (by clicking on them, then delete) so we can have a fresh start; you should have only "Shared" left

Then, do Add a personal device

Specify Device Name "Business Line" for example

Select radio button Telo Handset for Device Type

Choose the handset you want as the personal device

Specify First Name, Last Name, Email, password for the personal device's My Ooma account


To the right of the Shared (device) where your numbers are listed, Click on the secondary number you want to assign to the personal device, select "Business Line" in the Associate to Device dropdown.


Wait 5 minutes for your settings to take effect but you should see something similar to this on your screen:
Personal Device.jpg
Personal Device.jpg (14.99 KiB) Viewed 6108 times

At this point, in your main My Ooma account (primary number), when you go into My Ooma, Preferences, Google Voice, you'll see:

Google Voice Extensions requires a phone number to be dedicated to your Google Voice calls. You have no extra phone numbers setup. Please click here to add a phone number to your account.

Login to your personal device's My Ooma account

Goto Preferences, Google Voice

Check Enable Google Voice Extensions, select "Use with Virtual Number" (there should be only 1 choice; your secondary number)

Important: due to your previous Google Voice setup, your Google Voice Phone Number might be displaying correctly here, but you need to click on "Change" and provide your Google Voice Username and Password again & "Continue" or your outgoing callerid may not show your Google Voice Phone Number.

Specify Google Voice PIN

Check Use my Google Voice Number as my Outbound Caller-ID


You are done.

If you want to check your Google Voice VM, dial *#GVE (*#483) from your personal handset.

Re: desperately need help with caller id

Posted: Tue Jan 24, 2012 7:15 am
by cnebrandt
This may be the problem. I can not delete the single telo photo without any blue "shared" or other link next to it.

I will try to show you what I see. I don't see it in preview but hopefully it will work when I submit it.

Re: desperately need help with caller id

Posted: Tue Jan 24, 2012 7:16 am
by cnebrandt
maybe if I just enter the link that will work to see the image ... directlink

<table style="width:auto;"><tr><td><a href=" ... site"><img src=" ... 2520AM.jpg" height="83" width="144" /></a></td></tr><tr><td style="font-family:arial,sans-serif; font-size:11px; text-align:right">From <a href=" ... tr></table>

Re: desperately need help with caller id

Posted: Tue Jan 24, 2012 10:08 am
by lbmofo
Yes, that is strange, no device "name" link to click on so you can't delete the device created. The device you somehow created is a private Telo device. See if Ooma support can help you delete that private Telo device out of your My Ooma Account. So you can have a fresh start.

If not, you may have to email one of the Mods here: Bobby B to see if he can delete it for you.

Re: desperately need help with caller id

Posted: Tue Jan 24, 2012 5:58 pm
by cnebrandt
THat did it. And almost everything works properly now.

My ported number shows up properly with the ported number showing and the correct CNAM.

ANd the google voice number shows up correctly. THe almost is because the CNAM does not show and instead it shows BUENA PARK CALIFORNIA. THis is because I picked a GV number which was easy to remember instead of one with a local area code. I figured that I would be using this phone in two different states anyway so it wouldn't matter. I guess the CNAM linked to my virtual number doesn't show because I am using GVE. AM I stuck with this or is there anyway to get the CNAM on the GV number changed?

By the way, I don't know what us mere mortals would do if you ever stopped helping us on this forum. THere is no way I would have been able to get this far with my ooma setup without your help both directly, and indirectly from all the posts I read where you were helping others.

THanks from a very grateful ooma user,

Re: desperately need help with caller id

Posted: Tue Jan 24, 2012 7:02 pm
by lbmofo
Cindy, great to hear your setup is working. Glad to help.

On the GV number outgoing CNAM, Google does not provision CNAM for their numbers (no CNAM associated with Google numbers unless previously provisioned somewhere else by some other company). Therefore, no name will show when you call folks; much like when you call someone with a Verizon cell. AT&T and perhaps 1 more wireless carrier does CNAM provisioning for customers. Much like if you port your cell number from AT&T to Verizon, you'd still have outgoing CNAM showing your name, you'd have to get your GV number's CNAM's provisioned somewhere else (by porting into AT&T for a while for example) and then port back to Google Voice.