HUD: Disable Caller ID on incoming calls visible to all HUD users

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  • Idea
  • Updated 9 months ago
  • Implemented
  • (Edited)
This is in regards to HUD.  Right now if someone calls me anyone using HUD can see the number that is calling me.  We are all professionals at work and do not need to monitor other users calls.  We would just like users to see they are on a call and not the actual number calling them in HUD.

We would still like each user to be able to see the number calling them directly but not for other users.

Thank You.
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Chris Verdin, Champion

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Posted 4 years ago

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Kim, Alum

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Please LIKE this request in the upper right corner to request this app.
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Mark 23

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Though staff know that administrators have access to the call detail, they usually would expect their colleagues to NOT see detail beyond free/busy. I STRONGLY support this idea, by adding a further setting under "PRESENCE". Currently, this setting is just a YES or NO button. But it should be further refined to allow [or disallow] colleagues to view those greater call details - while noting admins can always see all.
(Edited)
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RIOS

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This reply was created from a merged topic originally titled HUD: Disable Caller ID information.

Our company just migrated over to RingCentral last Friday and we were disappointed to discover that Caller ID information for active calls is visible to all within the HUD (internal calls show a name while external calls show a phone number).   This has created a privacy issue in our environment.  We want to be able to see the user's presence in the HUD, just not in-call data.

I am not arguing that there is no need to present this data.  I am sure you have some customers that value this information as part of call monitoring (such as company's with customer service and sales departments).  However, this doesn't apply to our company.  What I am arguing is RingCentral's implementation of this feature.  Attaching this to Presence and making it an all-or-nothing setting is incorrect.  

I would like to request that this feature get changed in the near future so that we can either:

1.  Turn off in-call data that is displayed in the HUD but still have Presense on for users

Or

2.  Allow admins to be able to give only specific users the ability to view in-call data within the HUD (this option probably makes more sense).  Again, this should have no impact or connection to showing a user's presence on the HUD.
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Joshua Sheldon

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New implementation here, roughly 800 phone deployment, and this is a MAJOR concern for us right now.  It seems simple enough to allow/disallow caller ID data.  We like the presence feature but we are disappointed in the lack of an option to hide caller ID info.  Is this currently being worked on?  The problem is that if you turn off the presence completely for a user, they then would have to be added manually as a speed dial for others, since they're unavailable in the HUD.  Really frustrating to us right now...

Thank you!
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RHODES

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Being a new RC customer, it's discouraging to see the dates on this request. This needs to be resolved, it is a bad business practice to ignore your paying customers.
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Garrett Barnwell

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I often get the feeling that these feature requests don't really get any traction here in the community.  3 years and not a peep from someone actually AT RingCentral?
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Saadet - Community Moderator, Official Rep

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Hi Garrett,

We do send regular reports to our Product Team regarding active feature requests. We receive hundreds of requests per month and, therefore, are not always able to respond to every single thread. We do respond to those that have an update. 
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RHODES

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I am going to encourage coworkers to join the community and request this feature change.
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Bove

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This reply was created from a merged topic originally titled HIDE HUD Incoming Call Information.

  1. Account type  US
  2. A brief description of the business 
  3. A high level description of the product or feature being requested. Ability to hide the details of presence hud of desktop application 
  4. A typical use case scenario explaining how your business would use the feature. When a company President have a call, everyone that see's the President's call have the idea of the number and that is a potential security risk. 
  5. Benefit of such feature: secured details information of call
  6. Include any related case number if applicable
  7. Number of Users and/or Digital Lines 54

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RHODES

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This reply was created from a merged topic originally titled HUD Incoming Call Information Security Risk.

Account type  USA brief description of the business A high level description of the product or feature being requested. Ability to hide the details of presence hud of desktop application 
A typical use case scenario explaining how your business would use the feature. When a company President have a call, everyone that see's the President's call have the idea of the number and that is a potential security risk. 
Benefit of such feature: secured details information of call
Include any related case number if applicableNumber of Users and/or Digital Lines 54
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Russell

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This reply was created from a merged topic originally titled Ability to customize call information via HUD.

Ability to change / customize call information showing via HUD
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Mike Dickson

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Has this feature been added?
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Saadet - Community Moderator, Official Rep

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Sorry, there is no ETA regarding if/when this feature may become available
We have SEVERAL Customers who are complaining about this.  PLEASE add a feature to disable visibility of CALLER ID but still allow for presence to be known in HUD.  
  1. Account type  US
  2. A brief description of the business : Insurance Provider and Financial Consulting
  3. A high level description of the product or feature being requested. Ability to hide the details (Caller ID) of presence in HUD desktop application 
  4. A typical use case scenario explaining how your business would use the feature. When a company President makes a call, everyone that see's the President's PRESENSE will have the CALLER ID of the number and that is a potential security risk. 
  5. Benefit of such feature: secured details information of call
  6. Include any related case number if applicable
  7. Number of Users and/or Digital Lines 60+

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MileHighWelch

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I would say that at least the power to add someone else to your  HUD should be an Admin setting.  Let the Admin determine which users can be added to their HUD not a complete open door!

A new junior employee can add the CEO to their HUD!?!?
(Edited)
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Mike Gustavson

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This doesn't really affect us, as we are providing tech support and there's no issues with privacy on the team - but it seems like a very strange implementation to have this available to everyone natively.

I'm voting on this because I can definitely see the need in a lot of organizations to have this hidden.
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Saadet - Community Moderator, Official Rep

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Official Response
Hey Everyone! This can be switched so that only individuals who you have allowed to Monitor your calls will see who you are speaking with. Simply contact our Support Team and ask them to toggle the "Monitored Extensions Calling Info" on your account
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Chris Verdin, Champion

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Hello, we've been trying to get Support to do this for our account for a few days now and the seem to be clueless about this.  Can we get some assistance?  Case #08208743
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Saadet - Community Moderator, Official Rep

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Hey Chris, I've updated the case notes with step-by-step instructions! Your Support Rep should be able to get this toggled now :)
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Chris Verdin, Champion

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It's fixed!!!  Thank you so much.  
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Mike Dickson

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This is only a setting that can be changed by the support team at RingCentral?
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Saadet - Community Moderator, Official Rep

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Hi Mike, yes, only Support can toggle this for you
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Mike Dickson

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Is it a per user basis or is it account wide?
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Saadet - Community Moderator, Official Rep

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It is account-wide
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Mike Gustavson

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Thanks for the update Saadet, that's a great change.
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Eric Russell

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The best way to contact support is to include this article as a link. I had no issues once I referenced this article.