Inbound Caller ID's Show Caller's Phone Number and "Unknown"

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When we moved from our old phone system to RingCentral, we had many organizations who would call in, and their phone number and business name would show up. I'm not really sure how this worked, but there must have been some kind of directory that could grab the company name. In RingCentral, we have yet to see any company name show up on inbound calls; they all just show as "Unknown."

It would see like our Incoming Call Information is set to allow for company names to come through. Perhaps the RingCentral Caller ID database is just very limited.


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John Sauber

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Posted 1 month ago

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Danno, Champion

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Are you using Call Groups?
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John Sauber

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Danno, 

We are not using call groups. The main reason being that we'd like a "first line" to answer, and if they don't pick up in several seconds, we keep ringing them along with another "second line" group. This is currently not possible with groups, so we have a dummy user with all of these people's direct dial numbers added, and then we group these individuals to accomplish that goal.

Sorry this is probably more than you asked for :).

John
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Danno, Champion

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No problem.  I asked b/c there is a new setting in Call Groups which, if not programmed correctly, could result in what you're getting.  So that's not the issue.  Are you in US?
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John Sauber

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Got it; we are in the US.
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Danno, Champion

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That's good.  Is the set up you described above for your main number.  And are ALL those calls coming up "unknown".  Last question, if you call your individual direct number, do those call too come up "unknown"?
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Danno, Champion

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Wait I lied, one more question... Is the screen print from the "dummy" user or regular user?
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John Sauber

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I do not see where we have control over incoming caller ID settings for a main company line.

That screen print is from the dummy user, but all users are set to those settings.
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Danno, Champion

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Do you have a standard plan or a premium and above plan?  Standard only provides the phone number where premium and ultimate provides the caller name. 
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John Sauber

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Thanks for the information. We are on a standard license, so it looks like that's the issue there.