Replace UNKNOWN CallerID in RingCentral softphone by a Studio variable content
When the RingCentral softphone is ringing beyond MAX/CXOne agent call arrival, we see UNKNOWN as callerID on RingCentral Softphone.
If max agent or CXOne agent is not on front, we don't know which caller is calling, and we cannot replace callerID by anything else than our personal callerID.
The idea is to show the customer name or a variable tagged in InContact Studio instead of UNKNOWN. It would be very easier for agents handling calls, particularly in case agents have multiple customers to answer to.
Thank you
AUBERT
shared this idea
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Justyna
commented
It is unacceptable that this standard function is not available on Ring Central app,
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Anita
commented
Plaese help us on this topic
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Karolina
commented
It's absolutely impossible to work without this function.
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Beata
commented
Fingers crossed, very important at work! :)
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Billy
commented
I agree this is a need, right now we are doing this via API from a 3rd party provider that can do CNAM lookups. It doesn't make sense that RingCentral can't provide this service natively on their Contact Center platform when it is available on their MVP platform.
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RYDER
commented
It's an important need! Other call center solutions have as a standard displayed caller (customer name from studio or customer number). At this moment it's impacting agent's pick up rate because they needs to popup MAX manually (during the ringcentral phone ringing) where information about customer name (scope) is only there.