Is there a way to see incoming caller ID after a call has passed through a receptionist/queue?

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We have a receptionist routing calls that come into our main line: a call comes in, reception answers, places the call on hold and then forwards the call to a user. We use RingCentral App (GLIP), not RC Phone.

After the call is received by the end-user, their caller ID does not show the actual person that called but instead shows a call from our receptionist. This even happens with recorded calls making the call log and call recordings incredibly difficult to navigate and search. For an end-user to find a call that was patched through by reception, the user has to know the specific date and time and search that way; if they want to find the caller ID associated with the person that called, they have to reach out to IT to search on the admin end using reception's call log.

In addition, this have proved incredibly difficult for managing call recordings because we can't simply search by the number since the moment a call is transferred by reception, it gets marked as a recording between reception and the user.

With that, is there a way to set inbound caller IDs to appear for calls transferred by reception to users?

Thank you!
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Cody Tousignant

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Posted 1 month ago

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Cody Tousignant

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I reached out to RC support and they explained that having the caller ID number follow the actual call is a feature that isn't currently implemented.

They explained that when transferring a call, the call must be transferred blindly for the caller ID to follow the call.
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Tammy Fiorentin

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Like Cody mentioned, the receptionist can perform a blind transfer (transfer call without announcement). It sounds like the receptionist is currently performing a warm transfer (announce caller before forwarding the call to the extension). I hope this helps!

I'm not sure what phone you have but on a Polycom: 
Blind Transfer - Shows CALLER ID on a Transferred Call
Use softkey "Transfer" > "Blind" > enter extension > "Send"

Warm Transfer - Shows EXTENSION on a Transferred Call
Use softkey "Transfer" > enter extension, pause to connect > introduce call > "Transfer"