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zarios-hair-salon9961 asked ·

Incoming Call, Dialed Number Instead of Caller ID

Support has tried to help me with this, and I have an open case (05827304) about it.

When someone calls our main number, once routed to ext. 101, on the mobile app and desktop app, the caller's ID is displayed, rather than the dialed number, which is what I have selected.

Our IP desktop phone displays it correctly, but, the apps do not.

Any help or suggestions??
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saadetswift16514 answered ·
Hello Zarios Hair Salon,

I've made this thread private so that you may post screen shots and account specific information.

Could you show me the current settings on extension 101 on the web portal regarding incoming calling information?

And then show me a screen shot of the same information you have on the softphone for extension 101?

Also, how is extension 101 signing into their softphone and what version of the softphone are they using?

Thanks! 
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zarios-hair-salon9961 answered ·
Here are screen shots of the settings for both the website and mobile app. Let me know if you need something more.
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saadetswift16514 answered ·
Thanks for the screen shots.

I see that you're using the RingCentral mobile app, not the desktop application (softphone). Are you using an Android or an iPhone?
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zarios-hair-salon9961 answered ·
We are also using the desktop app.
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zarios-hair-salon9961 answered ·
The Desktop IP phone, mobile app(Android), and desktop app are all logged into Ext. 101.

When a call comes in, the IP Phone shows the dialed number. The mobile and desktop apps show the caller's ID. I would like the apps to match the IP phone and show the dialed number. That's what the settings show, but, it's not what happens.
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saadetswift16514 answered ·
Thank you for the update. I'm going to do some testing and see if I can replicate the issue as well on my end. Thank you for being patient :)
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saadetswift16514 answered ·
Could you supply me with a call example for this occurrence?

I need the following information-
Called number: 
Calling number: 
Date: 
Time and Time Zone: 
What happened:
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zarios-hair-salon9961 answered ·
Called number: 562-695-2482
Calling number: 562-569-0361
Date: Sat 06/03/2017 
Time and Time Zone: 5:02 PM PST
What happened: The IP Desk phone displayed (562)695-2482, the mobile app and desktop app displayed (562)569-0361.

The desired result is that the IP Phone, Mobile App, and Desktop App would all display (562)695-2482. We would like that EVERY call placed to (562)695-2482 would display (562)695-2482 on all devices.
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saadetswift16514 answered ·
Thank you for being so patient!

I was able to replicate the issue so I did some more research and discovered that this is a known issue that our engineering is aware of and currently working to resolve. For some reason there is a disconnect with the desktop app and the mobile app not following the Incoming Call Information settings on the extension. I don't have access to the timeline on the issue but I do know they are working on getting it resolved.
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zarios-hair-salon9961 answered ·
Very well. I will wait patiently for it to be fixed.

Thank you for looking into it for us.

Zarios Hair Salon
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