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  1. Retain Caller ID information regardless of blind/warm transfer type

    203 votes
    19 comments  ·  Phone & Messaging » Hardware  ·  Admin →
    How important is this to you?
    Needs More Information  ·  AdminJessica H. (Admin, RingCentral) responded

    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 at least 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…

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    Fearghal commented  · 

    Currently after a warm transfer is completed to a call queue, 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.

    We are on 24.3.252.11815. This is critical for us for agent callbacks to customers for technical queries and needs to be fixed.

    Fearghal supported this idea  · 
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    Fearghal commented  · 

    I can confirm this was briefly fixed for us two months ago and after two weeks of working it suddenly stopped passing caller ID after warm transfer. We are on 24.3.252.11815. This is critical for us for agent callbacks to customers for technical queries and needs to be fixed.