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1. RingGroup caller ID labeling and customization

   Current Situation:
   Vonage and Star2Star offer admins the ability to present the RingGroup name and/or custom labels along with the Caller ID name for calls sent to RingGroup members.
   RingCentral does not provide the ability to add custom labels, tags, or prepend text to the caller ID of calls placed to a Virtual Extension RingGroup.
   
   NVA is evaluating RingCentral’s Call Queue and Virtual Extension RingGroups on Yealink T46U’s.
   RingCentral Call Queues, which offer the Caller ID manipulation feature requested by NVA, cannot be used in place of RingGroups due to Call Queues not being able to present more than one call to the primary line. Furthermore, using Call Queue Pickup Member to manage the simultaneous Call Queues is not an acceptable solution because it would require more line appearances than the phone can support due to the number of park locations and speed-dials already needed on the T46U’s by NVA. Furthermore, sidecars are not an acceptable solution to deal with the limited number of line appearances (10x) on the T46U’s because the desks do not have enough room for the sidecars.
   Competition on the DealVonage, Star2Star, and CiscoImpact without FeaturesNVA cannot provide their hospitals with the same level of functionality that they currently have and depend on today. This feature is a show stopper. NVA will be forced to look for a different UCaaS solution other than RingCentral which can provide this end-user experience.Benefits to CustomerNVA will be able to mirror the current functionality they are providing their hospitals with their existing solutions (Star2Star and Vonage) and also deliver a better customer experience with RingCentral.Ideal SituationRingCentral agrees to deliver a solution that allows for customization of the caller ID for calls placed to a Virtual Extension RingGroup, just like it does with Call Queues today. How do they want the labeling to work?
   Calls placed to a Virtual Extension Ring Group would prepend the Virtual Extension’s name to the Caller ID field.
   i.e. - A call is placed to a Virtual Extension with the name “Emergency Hotline.” “Emergency Hotline” would be prepended to the Caller ID name, followed by a “ - “. The call to the Virtual Extension RingGroups be presented as “Emergency Hotline - [Caller ID]”
   What do they want the expected behavior to be when the call is parked or forwarded?The combined Virtual Extension RingGroup name + CallerID name would still be used when an answered call is forwarded or parked (Private).What would be the benefit (measurable and/or intangible) value of having this feature?NVA would be able to provide the same functionality that they have, use, and need today for their hospitals.

   Current Situation:
   Vonage and Star2Star offer admins the ability to present the RingGroup name and/or custom labels along with the Caller ID name for calls sent to RingGroup members.
   RingCentral does not provide the ability to add custom labels, tags, or prepend text to the caller ID of calls placed to a Virtual Extension RingGroup.
   
   NVA is evaluating RingCentral’s Call Queue and Virtual Extension RingGroups on Yealink T46U’s.
   RingCentral Call Queues, which offer the Caller ID manipulation feature requested by NVA, cannot be used in place of RingGroups due to Call Queues not being able to present more than one… more

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   Future Consideration  ·  0 comments  ·  General Phone  ·  Delete…  ·  Admin →
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