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Karen Leytze avatar image
Karen Leytze asked ·

Inbound calls to help line (800-number) directs to digital lines, but shows end users number

We have a small number of people on our help desk team and are currently using Ring Central to route and field those calls. However, when one of our customers calls the 800 number and it routes to one of the agents, it appears as the end users phone number and not the 800 number. Since many of the agents are using their personal cell phones, calls aren't always picked up due to caller ID being from an unknown number. How can I get these to appear as the 800 number on inbound calls or some how indicate that it is a ring central call and not just a random person calling. We have people using Android and iOS. 

Example: Customer calls from 404-867-5309 to our 800-123-4567 help line. when routing to the queue, the number appears as 404-867-5309 on the agents phone. I'd like for the call to have some indication that it is a customer calling into our help line. 
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robbenn-frenette138 avatar image
robbenn-frenette138 answered ·
You can't change what the call display comes in as, but why not use call queue? Then the agent has to press one to answer the call from the "help desk" group
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Karen Leytze avatar image
Karen Leytze answered ·
Thanks! I'll look into that. Do you have to have the RingCentral app running on the mobile phone to do that - i.e. if calls are routed to the mobile phone and ring simultaneously - will the agent still be able to screen the calls if the RingCentral app isn't running on their phone. Might be a silly question, but we are still trying to get through all the how's and what's of RingCentral. 
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robbenn-frenette138 avatar image
robbenn-frenette138 answered ·
The call queue is set up on your online account, if I remember correctly you can enter a cell phone number directly
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mike avatar image
mike answered ·
Hi Karen,  I think this page contains the information  you are looking for.  Call Handling & Forwarding Overview

After you click the link above, scroll down to the section titled "Incoming Call Information".

Mike 
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Karen Leytze avatar image
Karen Leytze answered ·
Thanks Mike. I looked into the documentation and I am not seeing that option for our 800 number. Would each agent need to make the changes in their account for this?
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baymax akihiro avatar image
baymax akihiro answered ·
Hi Karen,

Login to the online account, click a user - click on Call Handling and Forwarding - Scroll down to Incoming Call Information - set up based on your preference.

I hope this helps.
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