Always transfer Inbound User ID to Zendesk

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The Ringcentral integration to Zendesk will transfer a phone number based on the Ringcentral agent user's Incoming Call Information preferences. If the agent user sets this so that the Called Number* is displayed, Called Number will be transferred to Zendesk for the Zendesk agent and the Zendesk caller profile will not be displayed. In other words, the primary feature of the integration will be disabled.
(*Same issue applies for added number prefix or suffix)

Due to this, the Ringcentral agent user must change their Incoming Call Information preferences to Incoming Caller ID. This is an issue for the Ringcentral agent, as incoming Ringcentral calls can no longer be identified by the inbound call number.

This issue should be addressed by by a feature update.

Feature update - Ringcentral integration to Zendesk will always transfer Incoming Call Information / Incoming Caller ID.

(U.S. - RingCentral Enterprise)
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davero

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Posted 2 years ago

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