Caller Identification for Forwarded Calls
Description: (User Call Handling)
We would like to request a feature that allows the receiving party of a forwarded call to be notified of the original extension or number the call was intended for including the caller ID. This would help users understand the call’s origin, especially in environments where multiple lines or departments forward to a shared destination.
Use Case:
When a call is forwarded—whether through call forwarding rules, ringgroup routing, the final recipient currently has no visibility into which extension originally received the call. This can cause confusion, delays in handling the caller, and difficulty in providing proper context.
Requested Enhancement:
Add an option that displays or announces the original destination extension or number along with the caller ID to the recipient before or upon answering the forwarded call. This could be implemented through:
Caller ID prefix or label
Screen pop information
Whisper message to the receiving user
Benefit:
This feature would improve call handling efficiency, reduce confusion, and give agents or employees the context they need to properly address the caller’s needs.
Ahmad
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