Caller ID Shows Direct Number Instead of Main Company Number

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We have been dealing with an odd issue with our RingCentral Services. Specifically, when our users are making outbound calls our callback number or Caller ID shows as that specific user's Direct Number. We have checked all of the settings in our online portal and the Desktop app but we are still having the issue. Our case has been escalated to tier 2 but they have mentioned this is normal since the main number is essentially just a spoofed number. Is anyone else dealing with a similar issue? 
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Eduardo Yumet

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Posted 6 months ago

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Danno, Champion

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I have tons of clients sending their main number as the OLI (outgoing Caller ID).  it's so frustrating when CS gives such responses.  How is the main number programmed


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Danno, Champion

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Sorry, hit enter.  Is the main number listed as Company Number (or AA) in programming or dedicated to an extension/user?

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Eduardo Yumet

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It appears they did. They pulled log files, remoted into my primary workstation, and even logged in to my account on their end and they were also able to replicate the issue.
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Danno, Champion

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Alright, two things (1) have you tried testing via the RING OUT feature while logged in under your extension?  (2) what I usually do, to troubleshoot, is to set up a new 'virtual" extension (the free one) and then test from the new extension. 
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Eduardo Yumet

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I have not. I will try that and get back with you.
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Eduardo Yumet

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Danno, when using RingOut it still shows my Direct number. Not the main number. Odd, right?
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Danno, Champion

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4sure!  In your OUTBOUND CALLS/FAXES section of your extension's programming, see if you can change CALLER ID for the ring out feature to another number.  If you can, do it, and then test Ring Out again and see if that new number appears or not.
(Edited)