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External Caller ID stuck on Blocked
8x8 Support

External Caller ID stuck on Blocked

Symptom

A user's 8x8 Work phone's External Caller ID is stuck on Blocked.  

When the user makes an outbound call, the call recipient does not see any caller ID, or sees "Blocked Anonymous", "Anonymous", or "Restricted".

Applies To

  • 8x8 Work phones with accounts using 8x8 Admin Console.

Resolution

Toggle External Caller ID

  1. Log out of any 8x8 Work applications.
  2. Log into 8x8 Admin Console.
  3. Click Users.
  4. Click the Edit icon (pencil icon).
  5. Under the section External Caller IDs turn Block External Caller ID to On.
    2019-09-03_11-26-56.png
  6. Click Save.
  7. Click Home > Phone numbers > select the user's phone number.
  8. Click Edit (three vertical dots).
  9. Select Stop using this number as a shared caller ID.
  10. Log out of 8x8 Admin Console.
  11. Log back into 8x8 Admin Console.
  12. Select Users.
  13. Click the Edit icon (pencil icon).
  14. Under External Caller ID, turn Block External Caller ID to Off.
  15. Click Save.
  16. Click Home > Phone numbers > select the user's phone number.
  17. Click Edit (three vertical dots).
  18. Select Use as a shared caller ID.
    2019-09-03_11-24-38.png

Delete and Recreate User

Deleting the user automatically unassigns the number to make it available for assigning to another user.

  1. Log into Configuration Manager.
  2. Click Users.
  3. Click Options (three vertical dots).
  4. Select Delete user.
    2019-09-03_11-18-18.png
  5. Once deleted, click Create User (top of the page).
  6. Fill out the required Basic Information and assign a service.
  7. Click Save.
  8. Click Edit (pencil icon).
  9. Select External Caller ID and select a Phone number from the dropdown.
    2019-09-03_11-22-37.png
  10. Click Home > Phone numbers > select the user's phone number.
  11. Click Options (three vertical dots).
  12. Select Use as a shared caller ID.
    2019-09-03_11-24-38.png

Additional Information

If the issue persists, please create a case with 8x8 Technical Support

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