Show Original Callers Number in Caller ID when Transferring calls

Yeah this doesn't work on Polycom phones either. Seems like its still a work in progress still...

Further to this comment 'This feature has not been formally tested on Mitel phones, it may or may not work.' I can confirm it does not work with either Mitel 6930 or 6940 phones. Would be great if ultimately it did work as there would be many of us that have migrated over from Mitel after the RingCentral purchase and have brought our desk phones with us.

That's great to hear Alex! Unexpected surprise certainly, but very welcome nonetheless :)

I'd like to add that fortunately this is now working for us on BT Cloud Work and is working as expected. So that's a nice surprise.

I am also experiencing this issue. The fact that this only works for Poly, Avaya or Unify models is a huge disappointment. I purchased all my Yealink phones at the same time and distributed them to all of our offices. It would be a mess trying to replace them, plus it would be very expensive.

2023!? That quite some time off. I suppose i'll have to wait

Hi Alex, sorry for the delay in figuring this out but product just advised that there is a dependency on the back end for BT accounts that need to be completed before this feature rolls out. Current timeline for that is mid 2023. Big apologies for not flagging this earlier, I received that information today.

Hi Jessica,

Ignoring the mobile app completely. Is there a version that the Poly phones should be working on?

We use BT Cloud Work (which is RingCentral) and we were told that when you guys update RingCentral, BT Cloud Work also updates (back end stuff).

Thanks

Alex

Hello,

If you are on 22.3.1 and the transfer situation follows the above situations and still not working (transferring a PSTN/RC # to RingCentral and transferred to an RC number NOT another PSTN) please create a case: https://support.ringcentral.com/new-case.html

Jessica, is there any update surrounding this?

It's clearly not working as expected and for a lot of users. We primarily use Poly phones within the business and the occasional app on a mobile phone.

But transfers do not retain the number of who you are speaking to and only the person that transferred the caller to you.

Thanks

Alex

Do any user or company setting need to be changed? Tried this morning with Poly phone and warm transfer still displays the receptionist extension and not the incoming callers ID.

Hello. Thanks for the update. Still using v22.2.xxxx. Also see 22.3 is not avail on the public download for the local clients. Hopefully becomes avail or is pushed to us today/tomorrow. :)

So basically what I am reading is that nothing has been done or changed. Changing the default transfer type to blind or manually doing a blind transfer was the response I got a year ago and as I and many others before me have stated, this is not a practical solution. We primarily use desk phones and screen all calls to the boss and to the CPAs in our office. For various reasons we need to know who they spoke to and when or sometimes they just want the incoming call's ID or number in their call log so they can easily contact the client. It doesn't do any good that my ext is all that shows to them and they ask who called when I may have gotten 70+ calls that day. Not sure what the disconnect in the software is that makes it not work with consultative transfers, but clearly the caller info is there as it can be displayed with a blind transfer. What we keep asking for, is that the same info be available on consultative transfers even if it is a setting we need to turn on.

We just became RC customers and this is one of the items we needed and we have Yealink phones. This is not good. There needs to be a fix for all phones.

Jessica,

Can you please define the "caveats with Cisco or Yealink phones" - We have mostly Yealink T46S phones and users report this is not working for them.

Jessica, we need this to work on Mitel phones as well please?

Many thanks for responding Jessica.

All our phones within the business are Polycom VVX450's but this doesn't seem to be working as we'd expect.

All of our users would always perform a warm transfer.

What would be the outcome to this scenario?
External call from PSTN to a RingCentral/BT Cloud Work user. This user would then warm transfer to an employee on a Polycom VVX450 via warm transfer internally? Should the caller ID show as the PSTN number for the RingCentral number that has now been transferred to the new person?

Also, if I was to ring someone internally and then that person transfers me to another employee internally, i'd assume my caller ID should appear to the new connected person?

Either way, these don't appear to be happening? Do we need an update rolled out of some kind?

We predominately use our desk phones.

Thanks

Alex

I've been advised:

The feature requires the following endpoints to work successfully. This applies to both the user invoking the transfer as well as the user who is the destination of the transfer.

• Desk phones: Any Poly, Avaya or Unify model. Please note there might be caveats with Cisco or Yealink phones.

• RingCentral App: Version 21.4.30 or later

• RingCentral Mobile App: Version 22.1.10 or later

• RingCentral Phone App: Version 22.2 or later

Note: this feature will not apply to a call scenario where a call from the PSTN to a RingCentral user who in turn makes a warm transfer to another PSTN/external number.

Jessica, the workaround of using blind transfer is a big no no.

Blind transfer doesn't allow you to speak to the person you're transferring to and introduce who you're putting through. Thus being blind and in our business ignorant.

Consultative transfer is the only way for us and to have a development request live for 2 years and for it to be implemented poorly is not a good way for RingCentral to go.

RingCentral (and it's resellers) customers will have been excited for this option to appear on their desk phones (at the end of the day RingCentral do provide desk phones) and it should have been implemented across all types of avenues.

I look forward to hear the comments from the product manager responsible for this feature.

Alex

The product manager responsible for this feature has been out since you've asked these questions Alex. They get back into office tomorrow, and I'll ask then.

Looks like Kayla Turner posted a work around for their office:

Kayla Turner | Mar 30, 2022

Hi All,

Through various technical support phone calls I've found that this can be achieved by setting your physical phone's default transfer type to "blind" rather than "consultative". I'm still rather unclear on the difference between warm and blind transfers, but I don't really need to know as long as it works.

We are using Polycom VVX 350 + 450 phones.

To Edit From the Deskphone:

Setting -> Basic -> Preferences -> Default Transfer Type -> Blind.

Transfer Process:

Accept call -> Press Transfer Button -> Press Extension Button (or dial extension)-> Hang up.

The caller ID window now shows as the caller's number, rather than the staffer's extension who is transferring to you.

Hope that might help somebody else!