Display The Complete Caller Phone Number in Call Queue When Using Caller Name/ID
When a Call Queue is configured to display Caller Name and/or Caller ID, the RingCentral app does not clearly show the caller’s phone number during an active queued call. Instead, the display prioritizes the caller name, which makes it difficult or impossible for agents to see the actual calling number.
Ideally, the phone number should always be displayed alongside the caller name, similar to how direct inbound calls behave. This is especially important for:
Verifying repeat callers
Identifying spam or known numbers
Supporting call handling workflows that rely on phone number visibility
As a comparison, direct inbound calls to a user’s number correctly show full caller details, including the phone number, on both desktop and mobile. Matching this behavior for Call Queue calls would significantly improve usability and consistency.
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Janet
shared this idea
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Robbie
commented
I ended up switching around CallerName and CallerNumber to vice versa and now at least we can see the number when we stay connected. We've been using this software for a couple years and I alway thought it was a nuisance to be on phone and not have a reference to someone number and that it must be a config issue, but realize now (after talking with support yesterday) it is nothing we can completely address (now name will cut off that I reconfigured) with today's features when the call comes through the call queue.