Our last phone system was able to transfer Caller ID info to an external line, so we cannot believe Ring Central doesn't do this. It's very discouraging that this issue was raised over 2 years ago and it's still an issue.
We use Zendesk Talk for our tech support calls and every incoming call creates a new ticket, however the Caller ID is our main office line, so all new incoming calls are being attached to the same "customer" record based on that phone number. Our agents have to now manually create a new customer record, ask the customer for their name & phone number, then disassociate the ticket from the main line's record to the new record. It's an absolute waste of our agents' time!
John
supported this idea
·
Our last phone system was able to transfer Caller ID info to an external line, so we cannot believe Ring Central doesn't do this. It's very discouraging that this issue was raised over 2 years ago and it's still an issue.
We use Zendesk Talk for our tech support calls and every incoming call creates a new ticket, however the Caller ID is our main office line, so all new incoming calls are being attached to the same "customer" record based on that phone number. Our agents have to now manually create a new customer record, ask the customer for their name & phone number, then disassociate the ticket from the main line's record to the new record. It's an absolute waste of our agents' time!