This idea has been merged into another idea. To comment or vote on this idea, please visit ENTCOM-I-48 Show Original Callers Number in Caller ID when Transferring calls.
Issue is the transferring of caller ID information of external caller to the final receiving end party, specifically with consultative transferring.
Bob calls to Health Aid (Ring Central Customer).
Sue answers phone.
Bob wants to then be transferred to Kate.
Sue starts transfer consultative transfer process....gets Kate on the line, "Hi Kate i have bob you, will you take call, yes great...standby"....then she transfers Bob to Kate.
With that set up - the external caller ID info for BOB does not flow through to Kate.
This is because Sue, when opting for consultative transfer, becomes the active call so her info is passed through.
Also add to this the feature of having to check box on user/templates "Display my extension number for internal calls" so that with internal transfers the individual users info shows, not the main line/company name.
This then overrides again, putting ( in example above), Sues' caller ID info and not Bob's.
We are having this issue with account that is standard but has the caller ID feature addded.
Consultative transfer is a common and frequently used feature by many. This needs to be engineered to work correctly.