Forwarded calls - how to show original caller vs the person who forwarded the call?

Hi ​@SarahCBIG,

I am happy to help! Can you tell me if you're using a desk phone or the RingCentral app?

I use a deskphone, though I would also like the solution for the app as well for my co-workers.  For some reason, my deskphone options switch it up every now and then - the transfer button disappears and I have to put someone on hold before I can transfer.  My understanding is that I have to use Blind Transfer to get the original caller info to go through.   Sometimes this button changes it up too - giving me the option for Consultative Transfer.  I hit blind transfer and then I have to hit transfer again.  It is very strange.

The behavior you're seeing is indeed unusual for a single phone. The "make and model" is key here because different RingCentral-certified phones (like those from Poly, Yealink, or Cisco) have different button layouts and feature options.

A change in the transfer option can sometimes be caused by:

• Firmware Updates: The phone's operating system (firmware) might have been updated by your IT administrator, which can sometimes change how features are presented on the screen.

• Shared Lines/Call Groups: If the phone is part of a shared line group or a call queue, the transfer options might change depending on how the call was received.

• User Profiles: If multiple people use the same physical desk phone but log in with their own extensions (a feature called Hot Desking), the transfer options can differ based on the user's personal settings.

Could you please tell me the make and model of your desk phone? This is usually on the back or bottom of the phone. Knowing this will let me give you the exact steps and button names for a consistent warm transfer.

Poly Edge E550.  No shared lines/call groups and I’m the only user of the phone.

The Poly Edge E550 is a great phone, and its design makes transferring calls simple. Since you've confirmed that you're the only user and not on a shared line, this process should be consistent for you.

To perform a Cold Transfer, which immediately sends the call to another extension without you speaking to them first, follow these steps:

1. While on an active call, press the Transfer button on your phone.

2. Press the Blind soft key on the screen.

3. Enter the extension of the person you want to transfer the call to.

4. Press the Send soft key or the Transfer button again to complete the transfer.

I have been doing that to ensure the original caller info gets forwarded… I was just hoping that a soft transfer (hit transfer, select ext, hit transfer without speaking to the person) would also show the original caller vs my info.

Okay, I did some testing.  outside call in - and then transfer to another co-worker- it worked with blind and cold transfer - we just had to wait a moment.   Thank you for your assistance!

​@SarahCBIG 
I believe it’s a known issue with deskphone pairing but I don’t think it is prioritized, so it will likely take some time.