Skip to content
← RingCentral Ideas

Settings and activity

3 results found

  1. Show caller ID when Transferring Calls

    3 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    New  ·  2 comments  ·  RingCX » Digital experience  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close
    An error occurred while saving the comment
    Dacre commented  · 

    To try and get this moved up the list I thought it would be beneficial to actually have the full explanation: -

    We raised case 28242264, which was closed stating that caller ID cannot be transferred. However, this behaviour is causing an unresolved issue with the AI Notes / transcription feature.

    Scenario

    A client named Steve calls the “Main Office” ringing group.

    Michelle answers the call and transfers it to John.

    The caller ID shown to John remains “Main Office”, not “Steve”.

    Issue

    Because the original external caller ID is not preserved after the transfer:

    AI Notes interpret the call as being between Michelle and John.

    The transcript and summary therefore reflect an internal call, not the actual client conversation.

    Expected behaviour

    AI Notes should reference the real participants:

    Caller: Steve (external client)

    Recipient: John (internal user)

    Even if caller ID cannot be technically “transferred,” the original external caller identity needs to be retained for accurate AI Notes and call records.

    Request

    Please review or reopen this case in the context of AI Notes accuracy, and advise whether:

    There is a configuration or workaround to preserve the original caller, or

    AI Notes can be updated to recognise the original external caller rather than internal transfer participants.

    An error occurred while saving the comment
    Dacre commented  · 

    seems odd that if all calls come into a central reception and are then transferred there is no way to transfer the caller id. this means the call list is wrong and is it shows the transfer call ID and not the person calling the business. we have the same frustration

    Dacre supported this idea  · 

  2. If a user is 'Offline' exclude them from the call queues they are part of.

    2 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Phone & Messaging » Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close
    Dacre shared this idea  · 

  3. Set Users Status on their behalf

    67 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    Under Review  ·  15 comments  ·  Phone & Messaging » Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close
    An error occurred while saving the comment
    Dacre commented  · 

    This would be really helpful as we only use the desktop app and there is no availability to amend the users' status. This creates a problem for us as the call queue group does not acknowledge that a user is offline so still tries to call them unless they manually turn on DND. Seems to be a floor in the system...., :-(