Because we can't see the caller ID of a device registered to your profile. >99% of the time this is due to one of two reasons:
- You are blocking caller ID on your phone.
- You are not calling from a registered device (example, you are calling from the office phone, not your cell phone).
So make sure you are calling from a registered device, and that the registered device is not blocking caller ID.
If your On Call Central account receives a phone call and the caller ID we see either is blocked or from a caller ID that does not match a device in a user's profile, the software correctly will play the patient facing greeting.