When employees call into the company system or dial colleagues using the external mobile device listed in their official user profile (User Details > General > Mobile Phone), the system does not recognize them as an internal user. Instead, the incoming call display just shows their raw mobile phone number or generic carrier text.

Because RingCentral does not cross-reference incoming caller IDs with the external numbers saved in the Admin Portal directory, employees cannot tell which internal colleague is calling them from the field.

Suggested Solution:

Directory Cross-Referencing: Implement automatic backend matching so that any incoming call originating from a number saved in a user's profile "Mobile Phone" field maps to their internal identity.

Enhanced Caller ID Screen: When a match is found, the incoming call popup on RingEX (desktop and mobile) should display the employee's name, department, and extension, rather than just the raw PSTN phone number.

Business Impact / Value:
This bridges the gap between field/remote workers and office staff. It ensures clear internal identification, improves security (knowing exactly which employee is calling in), and saves time by eliminating the need for employees to manually add every coworker's personal cell phone to their individual app contacts.