ANI support on US 1-800 number

[rstevehole]

We have a US based 1-800 number configured on our account an addition to a Canadian (CA) DID number. We are getting reliable ANI for calls placed from Canadian cell carriers on the CA DID number, but not on the US 1-800 number. Some carriers (notably Rogers/ATT) seem to work, but Telus and Bell do not. I presume this is because the ANI is lost in translation from some of the Canadian carriers when connecting to the US 1-800 service. The question is what can we do about it? Is our surmise correct? What options are their for a 1-800 presence that will give us reliable ANI.

[support]

Hi Steve,

Unfortunately, it is out of our control as it is the carrier's responsibility to pass the ANI of the caller to us when someone dials into your US 800 number. The only suggestion we can make is to check with the carriers (as you mentioned, Telus and Bell) that aren't passing the ANI as to why they are exhibiting this behavior.

Regards,
Plum Support

[support]

Hi Steve,

Just to follow up on this topic, do you have any call examples within the past 24 hours where the calls originating from Canada aren't displaying the ANI when dialing your US toll-free number? If so, we ask that you open a ticket with our technical support team (support@plumgroup.com) for them to open a ticket with our carrier to further invesitgate this issue. Please make sure to include your 8-digit customer ID in the subject line of your e-mail when contacting our support team.

Regards,
Plum Support