Our sales team is currently using the O@H app to do inbound & outbound calls. We have the "phone number name" populated with the associated 800 #'s from our business web pages. This way when they get a call, they go into Salesforce and create the lead with the 800 # that just called in, and we can see which 800#'s are driving revenue.
We're looking to migrate from the mobile app over to the desktop version. We use a software application called Outreach for outbound prospecting. Within the Voice section of Outreach, there's a button to enable RingCentral/O@H. However, when testing, I called an 800 # and it routed properly but all that appeared in the call history was the customers number personal # & not the local DID from within O@H or the 800 # that we "named" it. This prevents the seller from being able to properly make the lead in SF.
I've been on multiple calls with O@H & RingCentral tech support (Mark Macasieb, Janeo Cruzate etc.) and it appears this is a gap in the functionality and would need to be developed within the Outreach system.