Product Area(s):

RingCX (Contact Center)

RingEX (Phone System / MVP)

Call Handling & Caller ID Display

Current Behavior:
When an external call is routed through a RingCX queue and answered by an agent, and the agent then transfers the call to a RingEX user (via warm or blind transfer), the RingEX recipient currently sees the original external caller’s phone number as the caller ID.

There is no visibility into which RingCX agent initiated the transfer. This can lead to confusion, lack of internal context, and inefficiencies in how the transferred call is handled.

Requested Enhancement:
Introduce a configurable caller ID display option for calls transferred from RingCX to RingEX, allowing the receiving RingEX user to see:

The transferring RingCX agent’s name and/or extension

The original external caller ID

Or both, depending on the administrator's preference

This setting should be manageable at the admin level, and ideally configurable per queue or user group, to align with various business workflows.

Business Justification / Use Case:
Many RingCX customers operate in high-volume, multi-agent environments where external calls are frequently transferred to subject matter experts, team leads, or support departments using RingEX extensions.

The current behavior limits visibility into who initiated the transfer. This causes issues such as:

RingEX users answering calls with no internal context, unsure if it’s a direct customer call or a handoff.

Delays in handling the call properly due to lack of warm introduction cues.

Difficulty in tracking agent performance or follow-up responsibility, as the handoff origin is not visible.

Missed opportunity to personalize the response or acknowledge the agent who transferred the call.

With the requested feature, organizations can streamline their workflows, reduce miscommunication, and provide a smoother, more professional customer experience.

Benefits:

Enhances internal communication clarity during transfers

Enables faster and more informed call handling

Supports accountability and training, especially in customer support or sales teams

Aligns with existing behaviors seen in some legacy PBX or call center solutions

Adds flexibility for businesses to define how caller ID should appear in hybrid RingCX–RingEX environments

Priority:
Medium to High – This enhancement would significantly improve day-to-day operational efficiency, particularly for businesses that rely on frequent call transfers between RingCX and RingEX users.

Workaround (if any):
There is currently no workaround to modify caller ID presentation on RingEX when calls are transferred from RingCX. Some customers attempt to inform the RingEX user via chat or email, but this is not scalable or reliable in real-time.