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Status Implemented
Categories RingCentral Phone
Created by Guest
Created on Jul 29, 2020

Show Original Callers Number in Caller ID when Transferring calls

Currently, when a call comes into our main line, the caller ID is shown. This is extremely helpful when receiving a call. However, if the call is received by a receptionist (or the wrong person) and is immediately forwarded to another extension, the original caller ID is lost and replaced by the receptionists extension name/number. The original caller ID is now lost, meaning the name and/or number of the original caller is gone from view. It would be extremely helpful to keep the original caller ID on a simple transfer.

Product Line RingCentral Phone
  • ADMIN RESPONSE
    Aug 30, 2022

    Hello everyone, this has been implemented in 22.3.1. This version of the app was rolled out to all accounts over 8/25-8/31. No additional action is required to initiate the feature on the app, please confirm you are on 22.3.1.

    This feature allows for caller ID to transfer in these scenarios.

    Warm/Consultative Transfer:
    - Incoming call from PSTN/RC # to RingCentral and transferred to RC number

    Blind Transfer:
    - Incoming call from PSTN/RC # to RingCentral and transferred to RC number
    - Incoming call from PSTN/RC # to RingCentral and transferred to RC voicemail

    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 models.

    • 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

    This feature does not work with Cisco or Yealink phones.

    This feature has not been formally tested on Mitel phones, it may or may not work.

  • Jeremy Esquivias
    Sep 27, 2022

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

  • Howard Scott
    Sep 27, 2022

    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.

  • Admin
    Jessica Hernandez
    Sep 23, 2022

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

  • Alex Hodge
    Sep 23, 2022

    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.

  • Lionel Sanchez
    Sep 15, 2022

    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.

  • Alex Hodge
    Sep 8, 2022

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

  • Admin
    Jessica Hernandez
    Sep 7, 2022

    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.

  • Alex Hodge
    Sep 7, 2022

    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

  • Admin
    Jessica Hernandez
    Sep 7, 2022

    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

  • Alex Hodge
    Sep 7, 2022

    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

  • David-Jay Yamaguchi
    Aug 30, 2022

    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.

  • Jonathan O'Neill
    Aug 30, 2022

    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. :)

  • David-Jay Yamaguchi
    Aug 22, 2022

    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.

  • Adam Rogers
    Aug 22, 2022

    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.


  • Steve Kirby
    Aug 22, 2022

    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.

  • Chris Hudlet
    Aug 22, 2022

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

  • Alex Hodge
    Aug 22, 2022

    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

  • Admin
    Jessica Hernandez
    Aug 22, 2022

    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.

  • Alex Hodge
    Aug 17, 2022

    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

  • Admin
    Jessica Hernandez
    Aug 16, 2022

    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!

  • Load older comments
  • +1128
1 MERGED

How to maintain the caller ID after a blind transfer.

Merged
When calls are blind transferred, I do not see the caller ID of the original caller. I only see the internal caller ID.
Jason Irizarry x 1027 5 months ago in RingCentral Phone 0 Implemented
1 MERGED

Warm Transfer should show Caller ID when transferred.

Merged
When a user transfers a call to another user through a warm transfer, the caller's phone numbers should still show up so that if the call gets disconnected, a call back can be performed. As it is currently, after the call is transferred, if the ca...
Guest 11 months ago in RingCentral Phone 0 Implemented
1 MERGED

Update CID On Forwarded Calls

Merged
If a call is forwarded to another extension from the an extension it would be nice to modify the incoming CID on the destination phone. Example: Call comes into extension 150. Extension 150 is set to forward to 170 if 150 doesn't answer. On extens...
MItchel(AVAIL) Erb 9 months ago in RingCentral Phone 0 Implemented
1 MERGED

Get the Number a Call was Forwarded From

Merged
It would be useful to businesses with lots of locations where calls are forwarded and picked up by a central call center. The agent taking the call needs to know which number the customer called for the purposes of identifying customers approximat...
Brent Jackson 8 months ago in RingCentral Admin Portal 0 Implemented
1 MERGED

Allow the original caller ID to be shown when a call is forwarded.

Merged
Currently, when a call comes into our main line, the caller ID is shown. This is extremely helpful when receiving a call. However, if the call is received by a receptionist (or the wrong person) and is immediately forwarded to another extention, t...
Guest 11 months ago in RingCentral Phone 0 Implemented
1 MERGED

Warm Transfer show original caller ID

Merged
Currently after a warm transfer is completed the user that received the transfer sees the caller ID information of the user that made the transfer instead of the ID of the person that they are on the phone with after the transfer. Can you make the...
Dominik Chandler 6 months ago in RingCentral Phone 0 Implemented
1 MERGED

Carry Over the Caller ID whenever doing a Warm Transfer

Merged
The source phone number of the caller should be appear whenever doing a warm transfer, it should be carry over to the agent received the transferred call
Guest 10 months ago in RingCentral Phone 1 Implemented
50 MERGED

Caller ID Information Pass Through with call Transfer, Internal and External

Merged
Issue is the transferring of caller ID information of external caller to the final receiving end party, specifically with consultative transferring. Example: Bob calls to Health Aid (Ring Central Customer). Sue answers phone. Bob wants to then be ...
Guest over 1 year ago in RingCentral Admin Portal 0 Implemented
14 MERGED

Caller ID on Internal Transfers

Merged
When one employee transfers a call to another, we cant see the called ID info. The callers info should appear on the transfer also.
Guest 12 months ago in RingCentral Phone 0 Implemented
21 MERGED

Call goes from one queue to another, and on the second queue it would show the original queue in the caller id field

Merged
-Customer calls and rings QueueA -on all users in QueueA, their phone shows QueueA and customer number for caller id -if no one answers the calls in a specific wait time, the call is transferred to QueueB -on all users in QueueB, their phone curre...
Guest about 1 year ago in RingCentral Admin Portal 0 Implemented
29 MERGED

caller id of the caller for transferred calls

Merged
i wanted that if i transfer a call the caller will show the caller id of the customer not mine
Guest about 1 year ago in RingCentral Phone 0 Implemented
30 MERGED

show external caller's name/number when transferring call to another user, rather than person who transfers the call

Merged
Once transferred, next call recipient should be able to decide whether to answer call at that moment based on who is ACTUALLY calling. Based on my experiment (with RC Help Desk person), next call recipient sees only co-worker's name that transferr...
Guest about 1 year ago in RingCentral Phone 0 Implemented
16 MERGED

Show Original Callers Number in Caller ID when Transferring calls

Merged
Feedback from users that the would like to see the original caller ID on transferred calls in the RingCentral app.
Daniel Herrera about 1 year ago in RingCentral Web/Desktop App 0 Implemented
68 MERGED

Call Transfer issues on a ring central land line phone. Example: When an incoming call is fielded by the receptionist, the caller then tells the receptionist who they need to speak with. So the receptionist then transfers the call to that agent/assistant. However the callers name should appear on the agent/assistant caller id and not the receptionists name (which is currently the case. )

Merged
Why this matter needs to be addressed Reason # 1. because when the agent/assistant goes to answer the call they assume the receptionist is calling them and not a client. Reason # 2 When the agent/assistant goes to return a missed call and selects ...
Guest over 1 year ago in RingCentral Phone 0 Implemented
49 MERGED

On the transfer call, it should show the caller number NOT the extension that transferred the call

Merged
To better explain this: When the receptionist transfers a call to me, the caller ID shows "Reception" NOT the actual caller's caller ID. This can be very confusing. When I pick up the phone call that shows "Reception", it is not the receptionist. ...
Guest over 1 year ago in RingCentral Phone 2 Implemented