Caller ID: provide more advance or customized Inbound Caller ID options.

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We have a help desk team that answers calls from several different call queue groups for different lines of business.  If an inbound caller connects to one of the call queue groups from the auto receptionist (e.g. pressing 1 for sales or 3 for Accucode Nexus) the call picks up the operator call queue group ID and so the help desk team doesn't know if they are answering a sales call or a Nexus call.  In our old phone system the call queue group members would see the name of the dialed call queue displayed on their phone, indicating which script they should answer the phone with.
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Chris Barr

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Posted 3 years ago

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Danno, Champion

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I think there is already a feature request for this with the engineering team.  Very popular request from many users.  In the meantime you can use the existing features under Incoming call information tab.
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Chris Barr

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Can you give more detail, we are using desktop Polycom IP 450, not soft phones, is that where the "Incoming call information tab" is located?
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Rob Benn-Frenette

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Chris, when I get a call from the call queue, it says the name of the group then I have to press one to accept the call
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Chris Barr

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Rob, this is the case if the DID of the group is dialed.  If the call queue is dialed from the auto receptionist the name is not displayed, instead the group assigned to operator is displayed.  
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Danno, Champion

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The incoming call information tab is found under Call Handling.
If you want the number the customer called to appear in the agent's phone display, you would do this...


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Chris Barr

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Danno,  thank you but I don't have this option

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Danno, Champion

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What version of RC do you have? 
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Chris Barr

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I am using the web interface
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Danno, Champion

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I meant what subscription you are paying for?  e.g., office? standard? professional? enterprise? Office at hand?
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Chris Barr

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RingCentral Office Standard 20 line
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Danno, Champion

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If you want it name of the group to be announced in the call set up, then you would do this...



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Chris Barr

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This is not what I am asking for.  I want the call queue members answering the call to know what group the caller is trying to reach, even when the call is  transferred from the auto receptionist.  
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Danno, Champion

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This setting is under the individual user's programming.
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Danno, Champion

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(Edited)
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Mike, Official Rep

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Hi Chris, even though you are referring to Groups, this setting is done under Users and Danno explained. The settings will apply to the queue.  However be aware that the settings will be the same for queue calls as well as direct calls. 
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Chris Barr

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I experimented with this unsuccessfully.  We have a Call queue group, "Accucode Sales", programmed as extension 1 of the Auto receptionist.  For one of the help desk people I changed "Incoming number displayed to me" from "Incoming Caller ID" to "Called Number".  When I dialed the main number for the auto receptionist (from my cell phone), I hit 1 which transfers to the "Accucode Sales" Call queue group.  

On the phone for the user I adjusted the setting I saw my cell phone number displayed.  This is not what I want, I want the user to see "Accucode Sales" the name of the call group I am calling into.  The other call queue group members displayed the main number rather than my cell phone number which is also a fail.

I am now even more confused because the ID did not say "FRONT DESK" (the call group programmed for operator) as it did yesterday.

Am I missing something?  

If it is truely possible for me to call the auto receptionist, hit 1 for sales, and have the call queue group members see "Accucode Sales" displayed on  their phones provide me step by step instructions.
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Mike, Official Rep

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HI Chris, unfortunately it won't actually display the department name, only the number dialed.  I can understand your need for this though. Feel free to submit a new feature request her on the Community if you wish. 
How do I submit a request for a new Idea or Feature?
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Chris Barr

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Mike, your link instructs me to do exactly what I have already done, post an Idea to the forums.  The only difference is I did not first check to see if the idea was already posted.  
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Mike, Official Rep

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Sorry for my oversight. I did not realize it was this thread that you created. 
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Danno, Champion

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Did you try the suggestion that Rob Frenette had?  That's what most people are using - until RC provides the Call Queue Group Name in the Display as you suggested.
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Chris Barr

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Rob did not actually provide a suggestion, he just advised he was not seeing the same behavior, did you see my reply to him?

"Rob, this is the case if the DID of the group is dialed.  If the call queue is dialed from the auto receptionist the name is not displayed, instead the group assigned to operator is displayed.  "
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Kim, Alum

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Chris,  

I forgot to tell you that you can have the queue's tell the User what queue is calling. This will speak the name of the call queue to the user before the call is connected. 

If the call is routed from main number (auto-receptionist) it will work the same...it will speak the name of the call queue to the user before the call is connected. 

Image 1: Under Users > Call Handling & Forwarding > Incoming Call Information 




I did clarify with Tier 2 and we did test this ... that it will show up the name of the queue on the Softphone [make sure the users have the newest version of the softphone, make sure they login with their Digital Line and no extension number ...(not main number + ext)].  
[Image 2: note that the call queue name was "test".] 










Remember: for U.S. accounts the softphone is free for users that already have a Digital Line (number + physical phone), so this will not cost extra. 
(Edited)
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Chris Barr

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Thank you for the work around Kim.  The Help Desk staff doesn't currently use the soft phones, they use Polycom IP 450s.  This setting is already as you described for the users and is not providing the behavior we desire on the desktop phones.  I will investigate the possibility of using soft phones as a work around.  
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Michael Arndt

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This reply was created from a merged topic originally titled How can I tell the difference between a call queue call and someone calling my di....

I receive incoming calls from a call queue and calls directly from my extension. Is there a way to distinguish the two types of calls?
(Edited)
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TLeaver

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So I guess the answer to my question above (merged from another thread) is "no". I have liked this thread though so hopefully this feature gets some attention
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Mike, Official Rep

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Are your users using desk phones, or the Softphone.  If you take a look at Kim's post above, you can see it on the softphone, but that's the closest thing. 
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TLeaver

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No this would be on desk phones
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Mike, Official Rep

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Everyone, I've slightly reworded the title on this thread to encompass all Inbound Caller ID enhancements.  If you have not done so, please click the "Like" button at the top of this thread. Then also, give a short description of the enhancement you would like to see, plus a business use case scenario explaining how/why you would need or use this. This information is valuable to our Product Team and helps them understand your needs. Be sure to include if you would like to see the functionality on the RC Desktop app, your desk phone, or both. 

Mike 
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TLeaver

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We are a small to mid size company that develops, sells and supports a product line of scientific instruments. Our customer support is thus done by engineers and scientists who have other responsibilities too and not just working at a call centre. When a user calls in and selects the menu option for support, a call group is set up to ring the phones of qualified people. Ideally, we'd like these people to be able to see on their desk phone whether the incoming call is specific to them or is part of the support call group. This allows them to answer or leave it for someone else if they are unable to attend to it at the moment. It would be more efficient than having to answer and listen to the greeting.
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Arun

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We are a medical group.  Similar to TLeaver and Chris, our staff members wear multiple hats in our practice and have the exact same need.  It is a highly important feature request for us, as it directly impacts day to day patient care.  We use desktop phones, and when a call comes in, it is necessary for staff members to see which Auto Reception Call Queue was selected during the auto-reception prompt.  This feature request is essential for us, and unfortunately, if it does not get built by engineers, we may have to switch to a different provider.  
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Dustin Showers

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does every user ring for every option?  

we use presence, and i can tell which option is being pushed, based on which users are ringing.
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Chris Barr

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Dustin,

For most of the lines of business (call queue groups) answered by help desk, all member phones ring.  This is going to become less of a pattern as we continue to add additional products for support.  It is not an acceptable solution for the help desk agents to guess the line of business the call is for by observing the ring pattern in the room.  It is also not an option to change the phones to do a distinct ring based on caller ID because the caller ID is always displaying the auto receptionist that the caller hit before choosing the call group.  

Are you using presence on the desktop application?  Our help desk agents only use the Polycom phone at their desk, they do not use the desktop Ring Central application.  It is my understanding that the caller ID information I am requesting is made available when answering from the desktop application soft phone.  This only pushes me to to further expect it would not be a great leap to make this phone system work like the last 3 we implemented and provide the information we want on the desk phones.  
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Tony Dye

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This reply was created from a merged topic originally titled Desktop App: Allow custom ringtones based on the inbound caller ID.

A more generalized variant of this same basic issue. ** Especially for softphone users ** We would like a way to distinguish internal (extension to extension) calls from external calls. A real bonus would be to allow very specific ringtones based on the inbound caller ID.

Note: This conversation was created from a reply on: Is there a way to assign different ringtones for calls to departments and user ex....
(Edited)
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Thomas Allen

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This reply was created from a merged topic originally titled Enhance Incoming Caller Information to Include Company Name called, number called....

We have a few companies with different names running through the same ringcentral account.  It would be nice to show on the caller id the name of the company being called with the number being called, and the caller id.  This would prevent a receptionist from answering for the wrong company.
(Edited)
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Scott McGillivray

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This reply was created from a merged topic originally titled Caller ID Issue.

I would really love it if the following feature could be added, " When outside caller calls into our system, it shows caller id. However, if the receptionist forwards this call to internal user, it shows receptionist caller id not caller. "
(Edited)