Caller ID: Display for direct call vs queue call

  • 16
  • 4
  • Question
  • Updated 2 years ago
  • Answered
Hi, I am trying to find out if there is a way for the Caller ID on incoming calls to identify if it is a direct call to the line or incoming from a groups call queue. Our phone type is a Polycom VVX300
Photo of Ross

Ross

  • 132 Points 100 badge 2x thumb

Posted 2 years ago

  • 16
  • 4
Photo of Kim

Kim, Alum

  • 43,110 Points 20k badge 2x thumb
The best way to do this is to go into your Call Handling settings online > Incoming Call Info > select Called Number. You will be able to see the number they dialed (your number or other).  However, you will lose the ability to see their Caller ID. 
Photo of Brandon

Brandon, Champion

  • 19,456 Points 10k badge 2x thumb
I can think of a couple other possible options:

1. You can set it to announce queue calls and require you to press 1 to answer.  A bit inconvenient, but I use this option myself as a member of multiple call queues.

2. You can keep your desktop app open and it does show the called number and queue name for inbound calls.  You can still answer the call on your desk phone.
Photo of LeafVee

LeafVee

  • 532 Points 500 badge 2x thumb
Brandon,

My desktop app all of a sudden isn't showing the queue name. Are you having this problem?
Photo of Brandon

Brandon, Champion

  • 19,456 Points 10k badge 2x thumb
I just checked and I still see group name.  Mac 8.2.1.22660
Photo of LeafVee

LeafVee

  • 532 Points 500 badge 2x thumb
Hi Brandon,

Thanks for the reply. I started a new topic for my issue. I am on the Windows client. https://community.ringcentral.com/ringcentral/topics/call-queue-name-not-displayed?rfm=1&topic_s...
Photo of LeafVee

LeafVee

  • 532 Points 500 badge 2x thumb
Hey Brandon,

Sorry to bother you again. Would you be able to provide a screenshot of it working? I installed the mac version and it still isn't which is making it seem like something wrong with my account settings.