Feature Enhancement Request: Display Destination Name on Incoming Caller ID
Feature Request

Enhance RingCX to display the Destination Name associated with an incoming call directly on the agent's incoming Caller ID/call presentation.

Current Behavior

When an incoming call is presented to an agent, the agent can see the caller information; however, the Destination Name that the caller dialed is not displayed as part of the incoming call information.

In environments where agents support multiple destinations, queues, departments, or business lines, this requires agents to determine which destination the caller reached before selecting the appropriate opening spiel.

Requested Enhancement

Display the Destination Name on the incoming call notification/presentation shown to the agent.

For example:

Incoming Call
Caller: +1 555-123-4567
Destination: Sales Support

or

Incoming Call
Caller: John Smith
Destination: Technical Support

Business Impact

Displaying the Destination Name would help agents immediately identify which business line, department, or destination the caller contacted.

This would allow agents to:

Use the appropriate opening spiel based on the destination.
Provide a more personalized and professional customer experience.
Reduce confusion for agents handling multiple queues or destinations.
Minimize the need for agents to determine the destination after answering the call.
Improve consistency in how calls are handled across different business lines.
Expected Behavior

When an incoming call is delivered to an agent, RingCX should display the Destination Name associated with the call along with the available caller information.

The Destination Name should ideally be visible before or at the time the agent answers the call.

Enhancement Request

Please evaluate the feasibility of exposing the Destination Name in the RingCX agent's incoming Caller ID/call notification and consider this functionality as a product enhancement.

Business Value: This enhancement would provide agents with immediate context about the destination reached by the caller, enabling them to use the correct opening spiel and deliver a more consistent customer experience.