Feature Request: Glip / RingCentral App - Align Outbound Caller ID to Match RC Phone & Desktop Configuration

  • 3
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  • Idea
  • Updated 3 weeks ago
  • Planned
  • (Edited)
  1. Account Type: RingCentral USA
  2. Business: Insurance Agency
  3. High Level Description: Glip Oubtound Caller ID on Texts to Match RingCentral Outbound Caller ID on Texts
  4. Use Case: I configured RingCentral to show my main company number for outbound texts, not my direct line. I want that to also hold true in the unification with Glip app.
  5. Benefits: If the rules are valuable enough to be made available and configured in RC they should be valuable enough to be honored in Glip - otherwise our contacts become confused by unknown numbers showing up in new texts that should be direct replies to their inbound text to us.
  6. Case #: 07631228 
  7. Users/Lines: 2 Users (& growing) with Direct Lines + 1 Virtual Main #
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Talanton_Insurance

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  • Disappointed and frustrated

Posted 1 year ago

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Jason Spindler

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This reply was created from a merged topic originally titled Outbound caller ID when texting from Glip.

Account type: US; business type: legal practice; 4 users

Seems like an easy feature that Ring Central could enable.  I want to be able to text from Glip with the outbound caller ID displaying as coming from my main office number.  In other words, I want to be able to change the settings so that all recipients of my SMS see my main office number, not some crazy number that I do not want them to have.  This can be done in RC Phone app but not in Glip.  Makes no sense.  This needs to be made available immediately.  
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Talanton_Insurance

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Yep - I have completely removed the Glip (now called RingCentral) app from my iphone due to this limitation. I won't be adding it back until this is fixed.
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PELVICORE PT

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I agree! I text clients and they won’t answer because they don’t know who is texting. There is a choice to select outbound number for callas, but not texts. ??? Why would they miss something so basic and important and why will it take until Q3 to fix this? I am VERY disappointed. I removed the Glip app from my phone because that renders it useless for me.
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Lee, Champion

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It should set the default number you chose in preferences to be your caller ID, for both the phone and texts. 
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ACCOUNT

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This reply was created from a merged topic originally titled RingCentral App - Add Outbound Caller ID.

Just like the RingCentral Phone has Outbound caller ID options to select the outbound caller ID for Calls, Texts and Faxes:



The RingCentral app desperately needs these exact same options as well:



The lack of uniformity between RingCentral App, Phone, Chrome Extension, Android App, iOS app etc is causing a lot of users severe frustration as many of them are running multiple of these just to be able to use all of the needed features.
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Bob Robinson, Champion

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Nice mockup!  This is definitely a feature that needs to be added and glad it is now listed as "planned."  I wonder if there is a list of the feature ideas here that are now planned?
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ACCOUNT

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Thanks.

Not as far as I'm aware of. And there doesn't seem to be a way to search for only planned posts.
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Bob Robinson, Champion

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Actually there is!  Go to https://community.ringcentral.com/ringcentral/categories/ringcentral_glip then under Conversations, choose Ideas and then under that click on All Ideas then Planned.
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ACCOUNT

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Good call. But it looks like the mods aren't maintaining their 'Planned' marks. Or at least I assume they've forgotten about some of these 'Planned' posts from years ago.
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Jason Spindler

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When is this going to be fixed?  I need it yesterday.  
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Christian Colon

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Any answer to this? It doesn’t make sense that the older “Ringcentral phone” app allows text messages from main phone number but the newer “Ringcentral” app sends it only from weird direct phone number.
(Edited)
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Talanton_Insurance

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As far as I know, it's not fixed. I've completely stopped using Glip and the browser-based RingCentral App because when I respond to text messages they went out from my direct # rather than the number I set up in RingCentral (on purpose via setting) or the number the person actually text me at and knows me by. In my opinion, this feature made the system worse and eliminated the cross-device functionality and uniformity promised by RingCentral's value proposition.

(Edited)
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ACCOUNT

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The whole purpose of having a company number is to have one number that communicates with your customers, via phone, text or whatever. This should have been fixed a long time ago.
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Mike Rike

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Hello,

I'm an IT manager for a private company with over 500 RC users. This issue was brought to my attention and I have to say, this lacking feature parity between RC Phone and RC App/Glip is quite a shock to be honest. I thought I was dealing with 'user error' until I called RC for help and was brought here.

Ring Central Folks -- Any feedback as to if we will see this feature scheduled into a future release?

Thanks!
- Mike
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ACCOUNT

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I highly suggest you ask "when" not "if".
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Talanton_Insurance

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Sad situation - wish we had some kind of progress or even an acknowledgement from RingCentral that this was being addressed. 
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Mike Rike

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I'm hoping it's a "when" but right now this feature request only has 6 votes.
Hopefully it gets more or RC just realizes "Why didn't we think of this already?"
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Saadet - Community Moderator, Official Rep

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Hey Everyone! I just followed up with our Product Team and this IS planned for Q2 :) So stay tuned!
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Mike Rike

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WooHoo! Great News Saadet! 

Appreciate the future feature update and communication back to us!

Take care,
- Mike
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Saadet - Community Moderator, Official Rep

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You're welcome! :)
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Talanton_Insurance

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Great thanks!
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Talanton_Insurance

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This was planned for Q2-19 in Q1-19. Then Q3-19 and we're in Q4-19. Update, please?
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ACCOUNT

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@Talanton_Insurance The function of this feature has been available this entire time in the abandoned RingCentral Phone software and the RingCentral SMS API. One can only speculate as to why it was never fully written into the RingCentral app that they're trying to push everyone to use. :(

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Mario Cea

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This reply was created from a merged topic originally titled Glip text outbound caller ID to show main number.

US Account,   I wish to have the ability to text out from Glip desktop application to phone numbers and show my main number on the recipient caller ID.

At the moment only ability is showing on caller ID the number from the digital line assigned to that particular extension.

this will help very much to our team. 
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Weilun Fu

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This reply was created from a merged topic originally titled Glip is not compatible with Ringcentral phone app?.

I spend the whole morning with tech rep, ended up with answer that there is a limitation now with Glip be fully compatible with Ringcentral phone app. Issue here is when you send a text msg from Glip it will show as coming from you soft phone # even your designated company phone # is selected. Can we fix this issue so clients can see that my text msgs will be coming from the same place which is the company main #?
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Laura Nobile

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This reply was created from a merged topic originally titled How to change Caller ID for SMS on IOS for the Glip app.
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James Reyes

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We also need the ability for all CS reps to send text messages and call from the company number.  It's not just a "nice to have" for us, but it's integral to how we communicate with customers.

We have multiple CS reps that answer text messages. All CS reps use the main company number to call and text. It would be a complete nightmare for our customers if text messages were suddenly coming from different numbers. Not to mention, we would not be able to have multiple reps managing he messaging queue.

I beg of you guys to add this feature.  Otherwise, we would be forced to port our number to another provider which would be a nightmare.  Not mention we're very happy with RingCentral so moving is not something we want to do.

That being said, the nature of how we communicate with customers would be too greatly impacted if all CS reps cannot send texts and call from the main company number.  Otherwise, there would be no point of having one main company number in the first place.
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Saadet - Community Moderator, Official Rep

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Official Response
Hi all, I wanted to provide an update on this request. It is still planned and the Product Team is working on it. The timeline for the release got changed to Q3. 
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Bob Robinson, Champion

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For both mobile and desktop?
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James Huegli

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Just want to add that this has also been an issue for me since I switched over - crazy that this isn't an option in the new app.
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Talanton_Insurance

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We are now in Q4. This was promised in Q2, for Q3. What is the status?
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James Huegli

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I believe this has been resolved? On the RingCentral App on my phone I can now set the outgoing caller ID to be the main business phone number.
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Paul Pecullan

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On Glip desktop, yes each user can select the outbound CallerID number for phone calls but not Text, this is still forced to the users DID.  
What I find troubling with this is that we have roles setup that do not allow the user to configure the callerID themselves.  We want to set the phone number that users will dial out from and not allow the users to change it.  This role is not obeyed.
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Saadet - Community Moderator, Official Rep

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Hi all, I wanted to provide an update. We are experiencing a slight snag with the ability for the Company Fax/SMS Recipient to change their outbound SMS ID to the main number and for this change to be obeyed. Our Product Team is aware that this is not working properly and looking into it. You can open a case and include JIRA GLIP-25850 in your notes. You'll receive an update when the issue has been fixed.