*Summary

Introduce a platform-level capability to enforce conditional Caller ID behavior for internal calls during warm transfers and consultations, ensuring consistent Caller ID presentation across RingCX and RingEX environments.

*Problem Statement

During warm transfers or consult calls—whether between RingCX agents or from RingCX to RingEX users—Caller ID presentation may vary and display RingEX Born Super Admin name, queue numbers, site numbers, or system-generated identifiers. This inconsistency creates confusion during internal collaboration. However, once a call is fully transferred or taken over, the receiving party must see the original customer identity to preserve service continuity.

*Proposed Capability

Implement call-state–aware Caller ID logic that functions uniformly across RingCX and RingEX:

• Internal Calls/ Consultation / Warm Transfer phase
Caller ID = Originating agent’s extension

• Transfer completed / Call taken over
Caller ID = Customer’s DID

*Scope

In Scope

• Warm transfers and consult calls originating from RingCX

• Transfers and consultations targeting:

RingCX agents

RingEX users

• All client and device types:

RingCX Native ringcx.ringcentral.com

SPOG

Deskphones connected to RingCX/EX

• Automatic Caller ID transition based on call state

Out of Scope

• Cold transfers

• External PSTN Caller ID behavior outside post-transfer state

Functional Requirements

1. During a warm transfer or consultation, the displayed Caller ID must be the originating agent’s extension.

2. Once the call is transferred, taken over, or bridged, the Caller ID must switch to the customer’s DID.

3. No queue number, site number, or system-generated identifier may be presented at any stage.

4. Behavior must be consistent regardless of whether the transfer target is RingCX or RingEX.

5. No per-agent, per-user, or per-device configuration should be required.

Acceptance Criteria

• Receiving RingCX agents and RingEX users see the originating agent’s extension during consultation.

• Upon transfer completion or takeover, the customer’s DID is displayed.

• Caller ID transitions occur seamlessly without re-ringing, call drops, or UI inconsistencies.

• Deskphones reflect identical behavior to soft clients.

• Existing external Caller ID behavior remains unchanged.

Business Value

• Ensures consistent internal caller identification across RingCX and RingEX

• Improves agent collaboration during consultations

• Preserves customer context at the moment of handoff

• Aligns with standard enterprise call transfer expectations

Priority

• High, especially for hybrid RingCX–RingEX deployments