Retain Caller ID information regardless of blind/warm transfer type
When transferring calls, Caller ID information is only passed on blind transfers. It would be helpful if the caller ID information was passed to the new recipient regardless of transfer type.
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Daniel commented
Wow, I've had Ring Central for about 3 years and this feature is still not working. The only way to pass the called ID is to do a call transfer. Personally I am using Office@hand, which is a rebrand of RingCentral and im experiencing the same issue. I was excited to read that it had been fixed, but aparently is still not working. Ring Central, this is a must! a warm call is needed, in many cases. the agent receiving the transfer needs the record of the original called, not the receptionist. How come this isn't fixed yet?
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Richard commented
We would very much like to have this feature extended to the Mitel 6940w desktop phones. It is extremely helpful if, when an inbound call is answered, that when the call is transferred to another colleague in the firm, that the original caller ID is kept with the call. That way, the next recipient of an inbound call will know that the call came from an outside caller, and not from an inside caller.
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Betty commented
It was working for us using MITEL phones from Dec 2023 to Aug 2024 when it stopped. I am told they needed more information on the feature and disabled it. They are working on getting it fixed and implemented again but no ETA at this time.
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Fearghal commented
I can confirm this was briefly fixed for us two months ago and after two weeks of working it suddenly stopped passing caller ID after warm transfer. We are on 24.3.252.11815. This is critical for us for agent callbacks to customers for technical queries and needs to be fixed.
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Martin commented
This is a critical feature that is causing our business serious issues. As more people are involved in field work, they need to have the flexibility to use whatever device and have the Caller ID available to them.
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John commented
I can confirm this isn't working yet. My receptionist gets a call and when they transfer, the actual caller's caller id does not show up.
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CRI commented
This does not work on Polycom VVX450 sets.
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Josh commented
Confirmed that this issue is NOT resolved, version 24.1.33.9929. Caller ID of a Queue call is not retained using the 'Ask first' transfer type.
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Jerry commented
Customer would like to transfer a call to Sales, for example. When the call is transferred, it would display the caller ID of the inbound caller instead of the transferring party. That way, the Sales team can pick up the phone number/caller ID of the inbound caller.
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Kevin Lou Gaden commented
announced/warm transfer should show the caller ID of the customer being transferred and not the caller ID of the one transferringSIMILAR IDEAS: CUSTCOM-I-8250
and ENTCOM-I-48 -
Heather Casteel commented
can we set it up where the caller id of the original caller follows the call throughout many transferrers
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Open commented
The source phone number of the caller should be appear whenever doing a warm transfer, it should be carry over to the agent received the transferred call
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Los Dos Hermanos commented
When a user transfers a call to another user through a warm transfer, the caller's phone numbers should still show up so that if the call gets disconnected, a call back can be performed. As it is currently, after the call is transferred, if the call disconnects, there is no way to call the caller back because there is no caller id shown.