question

won14670 avatar image
won14670 asked ·

Caller ID no longer showing on incoming calls forwarded to mobile calls

I blieve this is a bug on ringcentral as it started happening a couple of days ago. No setting was changed/updated and I went through trouble shooting with a customer service rep for 2 hours. I tested with another cell phone provider.

Reporting system bug:

Under Call handling & forwarding: I have the following set up: 
Incoming calls forward in this order: simultaneously 

1) Desktop & mobile apps

2) VVX-601 desk phone

3) Mobile phone

Then under Settings: Incoming Call Information: Display Incoming Caller ID is selected
However, on my mobile phone, Called Number is showing instead of Displayed Incoming Caller ID starting a couple of days ago.


Could you report this to the tech teams and get back to me?
General Topic
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saadetswift16514 avatar image
saadetswift16514 answered ·
Hey WON, I see you have case 08312094 open right now. Please continue to work with your Support Rep so that they can gather some more samples :) Once they gather what our higher tier support needs in order to do a deeper investigation, they should escalate your case (unless your current rep figures it out :) )
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won14670 avatar image
won14670 answered ·
Hi, I spent a couple of hours and nothing worked. I think ringcentral should check if this is a system-wide issue as many people will not realize this.
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travis1 avatar image
travis1 answered ·

This started happening to me as well around 4 days ago. I've made no changes to my settings.
1 comment
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Hey Travis! Please contact Support so they can investigate :)
1 Like 1 ·
won14670 avatar image
won14670 answered ·
Hmm, I see that I am not the only one...
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shawn-d14453 avatar image
shawn-d14453 answered ·
Im having this issue as well. It started 2/14
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saadetswift16514 avatar image
saadetswift16514 answered ·
Hey everyone, Support will need to investigate and gather more details :)
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william-whittenberger14493 avatar image
william-whittenberger14493 answered ·
Mine too. And on my phone it initially shows up as potential spam
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jeannette-reiff answered ·
This is a known issue and there isn't a fix as of yet.  Just spent 45 mins on the phone with support to confirm that the issue lies in the Call Que because when you call the direct phone number of the landline the forwarded call displays caller ID info correctly.  I hope this gets fixed soon...we pay a premium price for this service and basic things like caller ID should be a non issue.

4 comments
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That's a very good observation. It is a system-wide bug. I spent 2 hours and the rep still thought something was wrong with my cell phone provider.
1 Like 1 ·
RC should be able to figure out the bug since all community members reported when this issue first appeared.
1 Like 1 ·
This system bug is really screwing things up. Now my cell phone is only ringing 3 times then stop ringing while ringcentral app rings for full 30 seconds as intended. 
1 Like 1 ·
I got lucky, I showed them a few screenshots, and a link to this post and my support agent realized that it was a system-wide issue. I do not have an ETA on when they will fix the problem. It's causing a huge customer service issue for my business. 
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shawn-d14453 avatar image
shawn-d14453 answered ·
It has now been one full month of us experiencing this issue with no resolution.
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jeannette-reiff answered ·
Without notice the bug "fixed itself" 2 days ago at least for our account.
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