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Feature Request: Prioritize the Caller’s Phone Number Over Location in Call History

Some calls are displayed in the RingCentral App call history using the phone number’s registered location instead of the actual calling number. As a result, users must first click the “i” (information) button to view and confirm the caller’s actual phone number.

This behavior is currently working as designed. For certain phone numbers, the registered CNAM in the LIDB contains the is the actual geographic location rather than a business or caller name, causing the RingCentral App to display the location in the call history.

Requested Enhancement:

Introduce a mechanism in the RingCentral App to prioritize displaying the actual caller’s phone number in the call history when the available CNAM information represents a geographic location. This would allow users to immediately identify the calling number without having to open the call details.

The enhancement could consider distinguishing between a meaningful caller/business name and a location-based CNAM, and prioritize the caller’s phone number when the CNAM appears to represent only a geographic location.

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Erik shared this idea  ·   ·  Report…  ·  Admin →
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  • Florida Fire commented  ·   ·  Report

    I run a small business and need to identify missed callers quickly. Different customers' calls appear in RingCentral's recent/missed-call list as the same city/state, such as "MIAMI FL," instead of showing their phone numbers. I have to open each call's information to find the number. This is inefficient when handling many different callers every day.

    We reproduced a working workaround in the desktop/web call list:
    Phone System > Groups > Call Queues > Call Handling & Agents > Display settings:
    - Display information 1: CallerID Number
    - Display information 2: None

    This displayed the actual caller's number. But when those queue calls were forwarded to my regular cellphone through my cellular carrier, answering required "Press 1 to accept / Press 2 to decline." I need carrier voice because Wi-Fi/mobile-data reception is not always reliable.

    Routing directly to my user removed that acceptance prompt, but the city/name display returned. We also changed my business number to a direct line and confirmed that the city/name problem remained.

    Please let users always show the caller's phone number directly in recent and missed calls on desktop and iPhone, including direct-line calls. Name/location can be secondary information. A queue should not be necessary just to identify missed callers. Please also allow the acceptance prompt to be disabled for queue calls forwarded to a regular cellphone.

    Related request: https://ideas.ringcentral.com/forums/958493-phone-messaging/suggestions/48026411-disable-prompt-to-press-1-when-receive-call-on-ext