We have the following call flow:
- Inbound call comes into our RingCentral mainline: 770-675-1828
- RingCentral forwards the call to our third-party AI platform (SimpleTalk AI, built on Twilio): 770-637-6424
- 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:
- 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?
- 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?
- Has anyone else run into this issue with a similar "forward out to AI, then transfer back in" call flow?