Incoming Caller ID on Call Forwarding with # added to Beginning Stopped Working

  • 0
  • 1
  • Question
  • Updated 8 months ago
  • In Progress
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: We have archived this topic as it has either reached a resolution has become inactive, or information contained in this thread is no longer accurate. If you have a related question on this subject, please post a new topic.

At around the end of 2017, with Simultaneous Ringing on and pre-pending a special number to the beginning of the forwarded number for Caller ID(per https://success.ringcentral.com/knowledge/TOCArticleRendererPkb.apexp?id=kA280000000Cf2b&pubstat...), RingCentral stopped sending any number for Caller ID, causing receiving phones to just see the incoming call as a Private number. They don't know if it's related to our business or if the call is safe to answer -- this is a serious problem that's stopping us from taking calls. This has worked for years before the end of 2017 without issue and stopped working across all carriers (and including both cellular and land lanes) at the same time, so this appears to either be an issue of corruption with our account, a bug with RingCentral, or a fundamental change to the national Caller ID system (but I don't see why that would care if the number is prepended to the beginning or the end). 

Note that if we uncheck to add a special number to the beginning for the Caller ID or have it add the number to the end instead of the beginning, then RingCentral is able to properly forward the Caller ID info including the code number we want added. It is ONLY if a special code is being added to the beginning that RingCentral fails to forward CallerID data. 

Adding a number code is important so recipients know the incoming call is related to our company business and which department, and also so they know it's not a personal call going direct to their personal phone. And adding to the beginning (as opposed to the end) is important for us, because this allows receiving cell phones to still recognize the incoming caller (phones only look at the end numbers to match the number with a contact in the address book, so anything added to the beginning is ignored for Caller ID matching -- perfect). So we really need to get this working again, the way it had for years. 
Photo of GraniteStateColin

GraniteStateColin

  • 720 Points 500 badge 2x thumb
  • frustrated

Posted 8 months ago

  • 0
  • 1
Photo of Jan Ferguson, Channel Partner

Jan Ferguson, Channel Partner, Champion

  • 30,796 Points 20k badge 2x thumb
I don't know if it applies to your situation but I had a mobile app (Call Control) which saw calls with telephone numbers that were pre-pended or post-pended with additional digits as being spam and would block them entirely. I opted instead to use the feature where the call is announced to the recipient as to which department the call was coming in from (the caller never hears that announcement).
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 39,126 Points 20k badge 2x thumb
Hey GraniteStateColin,

For some reason the link you shared is not re-directing properly. Could you share it again? I'd like to look into this feature.

This conversation is no longer open for comments or replies.