Settings and activity
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48 votes
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Stephanie
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482 votes
This is now live! Learn more about this new feature here: RingEX Call Answered Elsewhere status
Stephanie
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575 votesThis is now live! Check it out in app under Notifications and AudioStephanie
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117 votesStephanie
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138 votesStephanie
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38 votesStephanie
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This issue is critical to our call handling workflows and needs to be corrected as soon as possible. Currently, when calls are transferred between extensions, staff are only seeing the transferring party’s information versus the patient’s caller ID information. This creates challenges in determining whether the incoming caller is a patient, employee, provider office, or other internal staff member before answering the call.
Having visibility into the original caller number is essential to ensure staff are using the appropriate greeting, verbiage, and handling procedures depending on the type of caller. For example, patient calls often require a different approach, tone, and level of urgency compared to internal employee communications.
Ideally, when completing a blind transfer, the caller ID should reflect that of the original caller/patient, not the individual transferring the call. In comparison, during a soft/warm transfer, it would make sense for the transferring user’s information to display until the transfer is approved and officially completed to the intended receiving party.
Additionally, restoring proper caller ID visibility would significantly improve call prioritization and workflow efficiency, allowing staff to quickly identify and appropriately manage high-priority patient-related calls versus internal operational calls.