Telephone calls - incoming caller identification

[whole diary]

[Chris from Nailsea]

There's a help point ... and it gets you through to someone who can usually help (although you're normally asked to spell "Melksham"  ). 

Surely it's not beyond the wit of man to have a facility for the origin / location of the call to be displayed to the hapless call centre operative who answers the phone? 

[grahame]

There's a help point ... and it gets you through to someone who can usually help (although you're normally asked to spell "Melksham"  ). 

Surely it's not beyond the wit of man to have a facility for the origin / location of the call to be displayed to the hapless call centre operative who answers the phone? 

Yes, it astonishes me every time I press the button on the railway's own connection that I'm asked where I am.  Whether that's because the technology doesn't tell them, or they're following a script, I don't know.  It certainly doesn't inspire confidence at the start of the call when you have to feed them things they really SHOULD know already!.

[thetrout]

Possibly because the Help Point connects you to the 08457 000 125 Number? I can't confirm. But after once having to press the "Emergency Button" on one such help point... I have my suspicions...

[Chris from Nailsea]

I used to work on a telephone helpline team using an 0845 number and we were always presented with the caller's number on screen. This was particularly useful, as we got to recognize the numbers of our more demanding or indeed maverick regulars. 

The point is that it is indeed within the wit of man for any call centre operator to be provided with the origin location of any caller to an 0845 number.

[LiskeardRich]

I used to work on a telephone helpline team using an 0845 number and we were always presented with the caller's number on screen. This was particularly useful, as we got to recognize the numbers of our more demanding or indeed maverick regulars. 

The point is that it is indeed within the wit of man for any call centre operator to be provided with the origin location of any caller to an 0845 number.

I do now, and we see the callers number on screen unless witheld by caller. If its from a station they could preset the station help point into their phones so they know which station the call is from

[thetrout]

Indeed you're both right... It depends though entirely on how FGW^▸ (First Great Western) have set the system up. It is entirely plausible they are using a VoIP Data Trunk to a central point which could reduce costs. So any call from a help point on the network can show up as the same number. Kind of like when your Bank phones you.

However if the customer withholds the number. Then a Call Centre Phone will show it as withheld. My Mobile Phone is set to always hide my caller ID (Withholding my number). However for the few contacts I want to see my mobile number when I phone them e.g. Senior Trouts, Ladyfriend Trout, Ladyfriend Senior Trouts, Sister Trout, Customer Trouts & Privileged Supplier Trouts. I store the number under the contact in this format (This works for Mobiles only!)

*31# 0800 018 8354

The *31# bit always shows my Caller ID (My Number) no matter what the setting on my Phone is.

Any IT Techies who know which organisation that number is for without Googling it will understand my pain... It is one of my most hated and one of the most utterly pointless IT tasks.

Anyway I digress. But the codes are below for showing and hiding your mobile number:

*31# - Always show recipient your mobile number irrespective of handset setting
#31# - Always hide your mobile number from the recipient irrespective of handset setting

For BT lines if you're number isn't withheld by default... Dial 141 before any call and that will withhold your number from the recipient. e.g.

141 0800 018 8354

Tech lesson of the day over and on the house

TT

[bobm]

Good tip that - and better the using 1470 - which although it works in the same way to release your number - it messes up the contact feature - so when someone rings you if you have the number stored with the 1470 it doesn't show the name.  I have just tested using the *31# code and it does.

[thetrout]

Good tip that - and better the using 1470 - which although it works in the same way to release your number - it messes up the contact feature - so when someone rings you if you have the number stored with the 1470 it doesn't show the name.  I have just tested using the *31# code and it does.

Indeed. Here is the background behind it:

Because 1470 and 141 are PSTN Fixed Line Codes.

*31# and #31# are GSM Codes. GSM is the Standard Operating Protocol set for Cellular Networks. AIUI^▸ (as I understand it) it's a standard similar to the likes of 802.11n (Which is WiFi Wireless N Band)

It was originally developed and the standards set by the European Telecommunications Standards Institute or ETSI for short.

PSTN codes and GSM codes are for two completely different infrastructures and systems. Imagine trying to book a Flight through National Rail Enquires for example. The reason why someones contact won't show up on your phone with the 1470 or 141 prefix in the contact entry when they ring. Is because the number ringing is not: 147007000000000 but 07000000000 so the phone will show that as "I don't know who this is... Here's their number, do you know it from memory?"

Prefix the contact in your address book with the GSM Code and the handset will ignore it if for incoming calls as it knows the function for the * or # 31# prefix is for outbound calls only.

Just like #99# will instruct your handset to establish a Data Connection for Web Browsing. (That one is seldom used as the handsets and dongles do this automatically for you )

The other GSM code which you may find really useful is *#06# which will give you your handsets IMEI number. If you're phone ever gets nicked, pass this to the Network Provider and they'll block the handset from being used for you immediately. (This can be reversed AFAIK^▸ (as far as I know) if you retrieve your phone!) If you have insurance and have the handset replaced you'll need to pass the new handset's IMEI number to the insurance provider or your policy will become invalid

Another tip on the house.

*Note to the Mods - Worth shifting my two posts here to News and Assistance or Frequent Posters perhaps? *

[Chris from Nailsea]

Thank you for your suggestion, thetrout: I have indeed split off these posts from another topic and used them to create a new topic here. 

[EBrown]

*31# and #31# are GSM Codes.

Aren't they MMI (Man-Machine Interface) codes?

[Andrew1939 from West Oxon]

Some help points are connected to mobile phones. That is certainly the case at Hanborough where there is no convenient nearby land line to connect to. Mobile connections do not have a base location although I understand that it is possible for the network operator to identify which of its transmitters a particular phone is using at a particular time but I doubt that such a facility would be available to the help line operator.

[LiskeardRich]

Some help points are connected to mobile phones. That is certainly the case at Hanborough where there is no convenient nearby land line to connect to. Mobile connections do not have a base location although I understand that it is possible for the network operator to identify which of its transmitters a particular phone is using at a particular time but I doubt that such a facility would be available to the help line operator.

surely a mobile number would be unique to a help point though, so could program which number is which location surely?