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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
    Jan 4, 2023

    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.

  • RingCentral 1 CSSTECH
    Jan 25, 2023

    For people using Yealink phones; we have found a solution that appears to be working for us. On either the phone's web portal or YMCS change the setting for Caller ID Source to "PAI-RPID-FROM". If this could be implemented by RingCentral to be the default for all users that would resolve this issue.

  • Mark Buie
    Jan 12, 2023

    I just figured out that on the Mitel Phones if you press transfer then manually enter the extension number then transfer again the caller id will show up. The issue is in using the soft keys to transfer. Sounds like a programming issue on RingCentral's part. Mitel worked way better than RingCentral's system.

  • Dennison Support
    Jan 5, 2023

    This still doesnt work for the Mitel Phones - any idea when this will be implemented?

  • Jeff Schelinski
    Jan 4, 2023

    Though this indicates that it works for Warm/Consultative Transfer, it does not. We are on Version 22.4.21 and when we process a Warm/Consultative Transfer the outsider caller ID is lost and replaced with the caller ID of the internal person. I have a case open, since October, and now am being told it is not a functional feature.

  • Dylan Sammis
    Dec 21, 2022

    Need this for Warm/Consultative transfers on Yealink phones please.

  • Michelle Sachtleben
    Nov 22, 2022

    Any updates on if this will ever be implemented for Yealink phones?

  • David Rosenthal
    Oct 31, 2022

    Will this ever be implemented for Cisco phones? We have all Cisco phones and really need this feature.

  • Steven Kan
    Oct 25, 2022

    I have the same questions about forwarded voicemails. Right now when our receptionist (Polycom VVX250) receives a voicemail, it contains the inbound Caller ID. But when she forwards that voicemail internally to another extension, the Caller ID becomes her own extension, which is not especially helpful.

  • Jeff Schelinski
    Oct 21, 2022

    I see that someone else new to Ring Central and the Yealink phone is having the same issue are. We just started with Ring Central 3 weeks ago. Support hasn't told us that this basic function doesn't work with the Yealink phone. A phone that they quickly recommended to us. The sad thing is that I had to read about in in the above note. WHAT IS RING CENTRAL GOING TO DO TO ENGINEER THIS BASIC FUNCTION TO WORK?

  • Kimberly Colucci-Nyari
    Oct 13, 2022

    We are new to RingCentral (Migrated from Mitel) why is this not a feature on all phones? We have yealink phones and when a call is transferred it only shows the person who transferred the call to you not the caller on the other line. When will this feature be implemented for yealink phones???

  • Nate Karcher
    Oct 11, 2022

    RigCentral got back to me regarding settings for Polycom Desk Phones to transfer a call showing the native number the call came from:

    The default transfer type for Polycom VVX Series phones is consultative or warm transfer. To change your Polycom phone's default transfer type, follow these steps.

    1. Press the Menu key.

    2. Press Settings.

    3. Press Basic.

    4. Press Preference.

    5. Press Default Transfer Type.

    6. Select Blind.

    NOTE: You can also change the default transfer type while on a call. While on a call, long-press the Transfer key, then select Blind. When selected, you can proceed with your transfer.


    This worked for my Polycom RingCentral phones!!!!

  • Jamie Bryant
    Oct 10, 2022

    Will this feature soon be available for users with Yealink phones?

  • James Dombro
    Oct 5, 2022

    two years later? too little too late, once my over two month long horror story of a port out finishes hopefully later this week, I'm about to cancel my service and finally leave Ring behind. Do better!

  • Admin
    Jessica Hernandez
    Oct 5, 2022

    22.3.3 is available on the downloads page: https://support.ringcentral.com/download.html

  • Susan Nelson
    Oct 4, 2022

    Revised comment from last comment - The version I have is actually 22.3.0.44615 and it said my version is up to date. But you state "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. " Isn't 22.3.1 a newer version than 22.3.0.44615? And if it was rolled out to all accounts back in August, how come I don't have it? Bottom line is, how do I get this version for this feature to be working on my system?

  • Susan Nelson
    Oct 4, 2022

    It hasn't started working as described on my company's phone lines yet. We strictly use the computer version or mobile phone app, no actual phones. I just checked what version I currently am using and it says 22.3.0. How do I update it to version 22.3.1 to be able to have this function working for our customer service reps? I prefer to just hit blind transfer instead of a warm transfer to other coworkers extensions, and they never know if it actually is me or if it's a call being transferred to them, and sometimes they may pick up the call and say something intended for me, only to find out it is a customer calling! So this is an important fix for our customer service reps, and for everyone in our company we may transfer the calls to, so they can screen the calls as they see fit and choose whether they want to answer or send to voice mail.

  • 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.

  • Load older comments
  • +1145
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 about 1 year ago in RingCentral Phone 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 about 2 years 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 about 1 year 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 about 1 year ago in RingCentral Phone 0 Implemented
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 9 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 about 1 year ago in RingCentral Phone 1 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 about 1 year 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 10 months ago in RingCentral Phone 0 Implemented
8 MERGED

When forwarding a call, show caller ID of original caller, not person who forwarded the call

Merged
When our receptionists takes a call and forwards it to the appropriate team member, the call shows up on the team members phone as coming from the receptionist, not the original caller. would be easier for our team if it showed the Caller ID of th...
Edward Scott 7 months ago in RingCentral Phone 1 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 over 1 year ago in RingCentral Web/Desktop App 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 over 1 year ago in RingCentral Phone 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 over 1 year 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 over 1 year ago in RingCentral Admin Portal 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 almost 2 years ago in RingCentral Phone 2 Implemented
9 MERGED

caller id following the call

Merged
can we set it up where the caller id of the original caller follows the call throughout many transferrers
Heather Casteel 4 months ago in RingCentral Phone 0 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 almost 2 years 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 over 1 year ago in RingCentral Phone 0 Implemented