Caller ID (Incoming) Correct in Softphone, only intermittently Works on Deskphone

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  • Updated 3 years ago
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We have imported our contacts (about 2500) into each extension's personal contacts.  The CallerID correctly displays in the softphone.  When the deskphone begins ringing, the CallerID name only works intermittently.  Sometimes it will display what we have associated with the number in the contacts, other times it displays the CNAME (Wireless Caller, etc) which is useless.  Why would this not work at all times?
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BRENNSKAG

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Posted 3 years ago

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Kim, Alum

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Brennskag - This can be complicated. The displayed name is pulled by the destination carrier (externally). This thread will explain in more detail: Caller ID and CNAM
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BRENNSKAG

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Kim, the article you referenced refers to calls outbound from RingCentral.  There is not an issue there.  The issue I have in with INBOUND.  The callerID on my desk-phone for an incoming call should be 'pulled' from my Contacts, if I have entered a contact associated with the number.  The first inbound ring occurs on my softphone (Desktop app), and does indeed pull the callerID from the contacts.  The subsequent rings on my deskphone will sometimes display the callerID from the contacts (same as softphone) and sometimes from the CNAME database (which can be totally different).  I don't understand why this is not consistent. 
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Kim, Alum

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Thank you for clarifying.  

Where are you uploading the contacts to (user interface, desktop app, smartphone, hardphone)?
  
Note: the contacts do not sync. 

Related Feature Requests: 
Contacts: sync personal contacts to physical phone
Contacts: sync online & personal contacts to Desktop App
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BRENNSKAG

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Kim, I am uploading the contacts to the web portal for my extension (as well as repeating to all of our extensions so that we have a consistent set of personal contacts—see screenshot below). All of the contacts are imported properly and are displayed in my list of contacts.  The call log shows the correct CallerID pulled from the contacts.  The phone should also display the information from the contacts. And it does 60-70% of the time.  



My question is why this is not consistent?  It should display the callerID name from the contacts 100% of the time.
(Edited)
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Kim, Alum

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I'm going to create a ticket for you to have the team investigate why they are inconsistent.  For Case notes & contact info, what Ext is your's?
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BRENNSKAG

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OK Kim, I appreciate your help.  My extension is 301.
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Kim, Alum

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Toupdate your case with further information please login to http://success.ringcentral.com/RCContactSupp and select “contact support”.  You willbe able to see “view: all open cases” at the bottom of the page.  Select the case number and “add comment”.  
(Edited)
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BRENNSKAG

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Kim

Case not there! 
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BRENNSKAG

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Kim...

There is no open case at the link you provided.

Joe
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Mike, Official Rep

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Hi BRENNSKAG,   That case number is valid, but It looks like there have been more than one account under the same business name.  Can you send an email to us at community.support@ringcentral.com and let us know the main phone number for your active account.  

Mike 
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Mike, Official Rep

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I was able to fix this but had to create a new case number. The new case is: 04962387

You should now be able to access the case and add any additional info using Kim's previous instructions above. 

To update your case with further information please login tohttp://success.ringcentral.com/RCContactSupp and select “contact support”.  You will be able to see “view: all open cases” at the bottom of the page.  Select the case number and “add comment”.
(Edited)
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BRENNSKAG

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Just wanted to post an update.  After dealing with this issue for a while now, I discovered what the behavior is.  If the incoming call has CNAME data with it, this will display on the deskphone regardless of what is present in the contacts list.  The call log and softphone will display the caller name as entered in the contacts list (correct), but the deskphone will display the incoming CNAME regardless.  If there is no CNAME data with the call, then the deskphone will display what is entered in the contact list.  I believe that RingCentral INTENDED to override the CNAME data on the deskphone as well, providing the data associated with the number from the contacts list.  

Hoping that this is fixed soon.  We are getting alot of "WIRELESS CALLER" as the Caller Name on our deskphones (provided CNAME) instead of names that we have entered in our contact lists.