Mobile Number Shows in User Call Log

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US. Partner and MSP for multiple RC clients.  

Current issue is that if a user on the mobile app makes a call using either the Ring Out (instead of Direct Dial) or by changing the Direct Dial Data to Carrier Minutes Only, the called party sees the cell phone number in the call log after the call.

This is the case whether I call a user on our own account or on another RingCentral account (including RingCentral support personnel).  This is not only an issue for the individual users that should have the confidence to know that a call made through the application will not show their personal cell number, but for the business owner as well, as they do not want an employee that leaves a company to receive calls from clients directly.

I am not sure why this is an issue, as when the call is initially received, it shows the caller ID correctly.  However, when the user's call log updates (when attempting to return a missed call for example), the call log shows the cell number and associated caller ID.  The call log is the same on the mobile and desktop applications.
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Pat Lewis

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  • frustrated

Posted 2 months ago

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Jessica - Community Moderator, Official Rep

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Hey Pat, 

Can you confirm what version of the app you're on? We had our mobile team try and recreate this issue, and they couldn't.