call display incorrect when calling other ringcentral phones

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Call display is incorrect when calling other ringcentral phones.  I have 2 companies that use ringcentral... when I use my phone at Company A to call Company B... it says on my phone I am calling directly to one of the users at Company B and not the company name.  Same on the other end... they will see one of Company A's users on their call display when I call, it should be the company name that shows up, or even my name would be ok since I am actually the one calling.  Instead it will always say our accountants name on the call display.

This is a known issue, I went through tech support and they said they have the same problem with the ringcentral phones at their office when calling another company with ringcentral.  Support told me to post here to see if someone could work on it.

This is a huge issue for me... I was planning on moving several companies I work for, that all work together, to ringcentral... but if the call displays are showing random user names when they call each other it's a huge problem.  It needs to say the company name.
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Bradley Bryers

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Posted 6 months ago

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Saadet - Community Support, Official Rep

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Hey Bradley,

I ran this by Tier 3 and we both agree this is not normal behavior...Do you have any contacts saved on the physical device?
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Bradley Bryers

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No contacts are saved on the device or the ringcentral account.  I did try setting up a contact in the ringcentral account... the call history log online shows the contact I put in, but on my phone it will still say the one random employees name on the display when I call
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Saadet - Community Support, Official Rep

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Hey Bradley,

I want to get some more information about this issue - when you refer to Company A and Company B, are these 2 separate RingCentral accounts or are you referring to 2 groups (companies) that are on the same RingCentral account? 
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Bradley Bryers

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They are 2 separate ringcentral accounts.
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Saadet - Community Support, Official Rep

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Thanks, Bradley. That is definitely not normal behavior. I apologize that the support agent pointed you in this direction. You will need to open a new case and include Call Samples so that we can take a closer look at the CNAM of those calls. If you can also grab time stamped pictures of the Caller ID showing during those calls (not necessary but helpful) that would be best.
(Edited)
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Bradley Bryers

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Like call support again and open a new case?  I have contacted support several times without resolution.  The last support rep said the ringcentral phones at their office have the same problem and I should post here.  This is what my phone looks like when I call the other company.  Instead of the company name, it's a single users name (Justin actually no longer works there and his line was disconnected, but still his name is there).

Call Sample

Called Number: 416 551 1032 - Our House Media

Calling Number: 647 956 1965 - Kew Media

Date: 04/09/2018

Time and Time Zone: 3:40pm EST

What Happened: Call display is wrong.


 
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Saadet - Community Support, Official Rep

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Hi Bradley, correct. You will need to open another case. Feel free to reference this conversation. Sadly, the rep you spoke with was incorrect in directing you to the Community. Again, I spoke with my Tier 3 department and they agree that it is abnormal behavior. Especially if you do not have any local contacts on either phone. 
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Ooops, I accidentally reversed those. Thanks!

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