Incoming Caller ID Names and SMS Text

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This conversation has been merged. Please reference the main conversation: Send & Receive SMS with Call Queue Group Direct Number

Hi I have the Ringcentral Office Standard Plan and I have a 1 800 number plus 1 direct number.

However, on the IOS Ringcentral App, you may only sign in as 1 extension/user phone number. 

Although you can program the extenstion that you are signed into to receive calls from ALL extenstions....the problem comes in when customers start to call these various extensions.

For example, customer1 or prospect customer 1 calls the 800 number...when it comes through the app all it does is show the incoming phone number and "Ringcentral Audio"...

Now if you have 1 extenstion set up to receive calls for say 2 or 3 extensions...you have no idea what extension that incoming call is linked to.

Like, is it a sales call or a support call?

We'd like to know how to answer the phone since each extension if for a different service and if the customer has listened to the autoreceptionist and pressed the correct prompts...it makes no sense to answering the phone like you don't know what's going on/where they called to specifcally.


To solve this...the work around was to create a call queue because with that, when a call comes in from an extension other than the one you're signed in as...it'll say for ex. "Incoming call to Sales ext 101"....so now when you see that it's sales, you know how to prepare to answer it..what screens to pull up to answer questions they have etc.

The problem with this is the the Call queue had to use a direct number....call queues can't get a user login so when you assign (in my case) the local direct number to the call queue, you are not able to respond back to text messages because unless you are signed into the app as an user...you can't receive any sms messages in the app but you will receive notification of the text via email...however...you will not be able to reply because you don't have some user abilities on a call queue set up.

Edit:

While we were able to accomplish the ability to identify incoming calls by extension called...we were unable to use the SMS text feature due to the workaround configuration we used to fix the incoming caller id names.

Is there a way to give call queue group the ability to sign in as a user so we can have the text ability too. We can't get texts on the 800 number since its our main line...the local number we have is the line that needs to be able to receive texts since it functions as a mobile number for a mobile service we provide..but again....its linked to the call queue set which kills the sms ability.

Hope this all makes sense....as it get very confusing configuring this to work the way we want it.

Thanks







 
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Main Line

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Posted 4 months ago

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