"Unknown Enterprise Number" or "Unknown Number" displayed on the BlackBerry smartphone when receiving an incoming call with BlackBerry Mobile Voice System

Article ID: KB20123

Type: Support Content

Last Modified: 01-13-2012

 

Product(s) Affected:

  • BlackBerry Mobile Voice System
CollapseEnvironment
  • BlackBerry® Mobile Voice System 5.0 (MVS)
  • BlackBerry® Mobile Voice System 5.1 (MVS)
  • BlackBerry® Enterprise Server
  • BlackBerry® smartphones
CollapseOverview

Unknown Enterprise Number or Unknown Number displayed as identification for an incoming call on the BlackBerry® smartphone using the BlackBerry® Mobile Voice System.

CollapseCause

The BlackBerry smartphone displays Unknown Enterprise Number or Unknown Number as the caller identification if the inbound call leg from the Private Branch Exchange (PBX) to the BlackBerry smartphone is set up before the General Message Envelope (GME) packet for the inbound call is received by the BlackBerry.

For the correct caller identification to be displayed, the BlackBerry smartphone must receive the GME packet containing the caller identification information before the inbound call leg is setup.

The following is a sample of BlackBerry event log capturing this type of occurrence from a BlackBerry smartphone with a BlackBerry MVS client:

guid:0xAE9627E37F59CBAB time: Day Month Time severity:4 type:2 app:smaClient data:BossDialog-setDtmf: resetting dialog callId from 189540864782 to 189540864782
guid:0xAE9627E37F59CBAB time: Day Month Time severity:4 type:2 app:smaClient data:DTMF ReceiveRequest:
==============================================================
REQUEST: INVITE
Call-ID: 189540864782 uid: 44
Sequence-ID: 0
MVS Uid:44\x0D
==============================================================
guid:0xE68C69BA0F2EBA59 time: Day Month Time severity:5 type:2 app:CC data:GetLineLabel,5000
guid:0xE68C69BA0F2EBA59 time: Day Month Time severity:5 type:2 app:CC data:Ret,"office"
guid:0xE68C69BA0F2EBA59 time: Day Month Time severity:0 type:2 app:CC data:CallName,32768008,"false"
guid:0xE68C69BA0F2EBA59 time: Day Month Time severity:0 type:2 app:CC data:Ret," Unknown Enterprise Call"
guid:0xE68C69BA0F2EBA59 time: Day Month Time severity:0 type:2 app:CC data:CallName,32768008,"false"
guid:0xE68C69BA0F2EBA59 time: Day Month Time severity:0 type:2 app:CC data:Ret,"Unknown Enterprise Call"
guid:0xE68C69BA0F2EBA59 time: Day Month Time severity:5 type:2 app:CC data:GetLine,32768008
guid:0xE68C69BA0F2EBA59 time: Day Month Time severity:5 type:2 app:CC data:Ret,5000

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Ensure that the BlackBerry smartphone has good wireless data coverage.

Note: This issue might occur when the BlackBerry smartphone is in an insufficient wireless coverage area during the particular call.

Please see KB03024 for additional information on determining wireless connection strength.

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