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Question

Original Caller ID replaced by Twilio number after AI transfer back to RingCentral queue

  • July 23, 2026
  • 0 replies
  • 2 views

RJWreckCheck

We have the following call flow:

  1. Inbound call comes into our RingCentral mainline: 770-675-1828
  2. RingCentral forwards the call to our third-party AI platform (SimpleTalk AI, built on Twilio): 770-637-6424
  3. The AI processes the call, then transfers it back to our RingCentral queue: 770-675-1828

Problem: When the call arrives back at RingCentral after the AI transfer, the Caller ID displayed is our Twilio number (770-637-6424) instead of the original caller's phone number. This means our team can't see who's actually calling once a call has gone through the AI and been transferred back — we only see our own Twilio number.

Questions:

  1. Is RingCentral dropping/overwriting the original Caller ID (P-Asserted-Identity or From header) when a call is transferred back in via SIP/API from a third-party platform?
  2. Is there a way to configure the transfer (on RingCentral's side, or on the SIP headers sent from Twilio) to preserve or pass through the original caller's number instead of the transferring number?
  3. Has anyone else run into this issue with a similar "forward out to AI, then transfer back in" call flow?