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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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Robert shared this idea  ·   ·  Report…  ·  Admin →
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Needs More Information  ·  AdminJessica Hernandez (Community and Social Media Engagement Manager, RingCentral) responded  · 
Hello everyone, this has been implemented in 22.3.1. This version of the app was rolled out to all accounts over 8/25-8/31. No additional action is required to initiate the feature on the app, please confirm you are on at least 22.3.1. This feature allows for caller ID to transfer in these scenarios. Warm/Consultative Transfer: - Incoming call from PSTN/RC # to RingCentral and transferred to RC number Blind Transfer: - Incoming call from PSTN/RC # to RingCentral and transferred to RC number - Incoming call from PSTN/RC # to RingCentral and transferred to RC voicemail The feature requires the following endpoints to work successfully. This applies to both the user invoking the transfer as well as the user who is the destination of the transfer.Desk phones: Any Poly, Avaya or Unify models. RingCentral App: Version 21.4.30 or laterRingCentral Mobile App: Version 22.1.10 or laterRingCentral Phone App: Version 22.2 or later This feature does not work with Cisco or Yealink phones. This feature has not been formally tested on Mitel phones, it may or may not work.

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  • Richard commented  ·   ·  Report

    As mentioned by others, 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. This is a benchmark-level feature that other IP phone systems have, and Ring Central should expedite getting this programmed for the top-line Mitel 6940w phones. Thanks!

  • Eric commented  ·   ·  Report

    We are able to transfer from the 6930 and 6940 phones and retain caller ID, however when we use the M695 expansion module to transfer the caller id is lost and it shows that the receptionist is calling. The M695 firmware must need updated.

  • Daniel commented  ·   ·  Report

    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?

  • Richard commented  ·   ·  Report

    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.

  • Betty commented  ·   ·  Report

    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.

  • Fearghal commented  ·   ·  Report

    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.

  • Martin commented  ·   ·  Report

    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.

  • John commented  ·   ·  Report

    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.

  • CRI commented  ·   ·  Report

    This does not work on Polycom VVX450 sets.

  • Josh commented  ·   ·  Report

    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.

  • Jerry commented  ·   ·  Report

    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.

  • Kevin Lou Gaden commented  ·   ·  Report

    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  ·   ·  Report

    can we set it up where the caller id of the original caller follows the call throughout many transferrers

  • Open commented  ·   ·  Report

    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

  • Los Dos Hermanos commented  ·   ·  Report

    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.