Caller ID - Forwarding inContact Calls

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This conversation has been merged. Please reference the main conversation: Show Original Callers Number in Caller ID when Transferring calls

When forwarding calls or sending calls to someone else's VM, the call should show the original caller's ID instead of the caller ID of the person who forwarded the call. We have noticed that RingCentral does not conserve the original caller's ID. This seems to be the case when transferring a call within RingCentral Office or from inContact (Contact Center) to RingCentral Office.

I'm amazed that this is an issue. It's one of those basic functionalities that should "just work." Please fix this.
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Posted 9 months ago

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Chris Rosa

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Totally agree. As I understand it from inContact engineers, a lot of functionality is lost because the the RingCentral application server is essentially bypassed. It would be Nice (no pun intended) if the integration between CC and RC was much better,

I'd even be happy if we got the caller ID of the agent that transferred the call, but as it is now, we get the number for the inbound queue.

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