Show Original callers number when Transferring calls to Contact Centre
Currently when calls from customers are transferred from RC MVP to our RingCentral (Nice) contact centre, the customers number is replaced with the transferrers RC number. Please can an option be enabled to pass through the original callers number when Transferring calls. We use various lookups based on the calling number so this option would be very beneficial and avoid confusion on who is calling in
21
votes
James
shared this idea
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Marshall
commented
Agree that this is a critical option. We need the original CPN (calling party number) when transferring the call in order to allow our voice authentication system to work correctly. Without the automated authentication, the caller must be manually reauthenticated on calls with potential for fraud.