Need ability to change caller ID name on call routing (IVR / Autoattendant)

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We'd like the ability to be able to display where a call comes from in the IVR / Auto attendant menu.  For example - press 1 for billing, 2 for sales, 3 for tech support - when it rings a phone in our previous system, we'd see the caller's name, number AND what call group they came through (BILLING, SALES, etc...). 

In small offices - we often find people play more than one role - and thus their phones ring for multiple reasons - but they'll prioritize calls from some call groups over others (while others in the office will do the same thing except in reverse). 

Currently tech support tells us there is no way to achieve this request.  I'm hoping this can be changed, as I'm aware of at least three other VoIP providers that can do this today (Broadview, Vonage & Jive).

Thank you,

Shawn

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Shawn

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Posted 2 years ago

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Jan Ferguson, Champion

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That functionality is currently available in RingCentral in the Call Handling & Forwarding / Incoming Call Information area. I use this every day where the incoming call advises me verbally which extension the call is coming in from.

You can get further information on this here:
https://success.ringcentral.com/articles/en_US/RC_Knowledge_Article/4618
(Edited)
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Shawn

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Thanks Jan - my understanding of this, however, is that it displays the phone number dialed - not which option on the IVR tree was pressed.  For example, if my phone number is 212-1212 and our main office number is 555-1212- when I dial our office and I hit option 1 for billing, the caller ID on my phone, if I set it up as you suggested, would display to me 555-1212 - not Billing (nor my calling phone number).  What I'm looking for is to see the BILLING in the call information somewhere.

What I've seen previously was something like this (two line display)

BILLING-SHAWN
212-1212

That shows me 3 things, the caller's name & his/her phone number - as well as which ring group / call group they hit (support in this case).

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Jan Ferguson, Champion

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Shawn,

You won't get your phone number if you select "Incoming Number displayed to me:" as "Incoming Caller ID".

I have multiple IVR settings for different divisions in my company, but I am basically a one-man operation. I always see the name and incoming number of the caller no matter which IVR extension they select....even if the extension is one or two selections down in the IVR menu.

Then when I pick up the phone I will hear, "Hello [Name of Extension]. You have a caller. To accept the call, press 1; for more options press * "

When you press the star key it gives you options to send to voicemail, to forward to another extension and more.

Are your extensions set up to view "Incoming Caller ID"?
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Shawn

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I tried, as an experiment, the Called Number option - same results - doesn't show which ring group came in.

We're not looking for this to announce when they answer the call (like a call announcement) - we want it to display on the phone's caller ID, as my two line suggestion showed.  It's the call group / ring group that was dialed that we want to see displayed... any that's what we can't get.

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Jan Ferguson, Champion

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Shawn,

OK....the Called Number option will show you the number which was called. It will not show you the extension. You need to use the "Incoming Caller ID" option. It will not show you the extension but it will show you the number/name of the person calling.

Regarding announcements....instead of verbal announcements you can use the "Add [    ]  to the beginning/end of the number.
(Edited)
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Shawn

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I thought of that too - thanks - but that only allows for a numeric option to be added - not text.
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Jan Ferguson, Champion

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Correct. However, iff you only have a few extensions (i.e., Billing, Support, Customer Service), it could definitely be an option.
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Shawn

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Yes - all phones / call groups / extensions are setup with INCOMING CALLER ID (I also tried flipping it to CALLED NUMBER - same results).
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Jan Ferguson, Champion

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Hmmm......that is extremely strange. I am using a Cisco 303 and it always shows the incoming caller ID of every caller.

Here's a screen shot of my setup in that menu... (This, of course, has to be set up for each individual extension.)

(Edited)
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Shawn

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Yup - same settings here... and thus why I made this a feature request - to match what other vendors do (it's very helpful!!).
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Jan Ferguson, Champion

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OK...sorry that it's not working for you. Not to beat a dead horse but it is working properly here as well as for my clients. I hope you can get it resolved.
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Shawn

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Thanks Jan - I'll re-open my support case - maybe there is something wrong with our setup - or maybe the rep didn't know this - dunno... but it sounds like it SHOULD - so let's see... :)
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Shawn

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ok - I re-confirmed.  There is no way to do this unless:

1)  You use call queues which will only display the number for the call queue (like a DID phone number).

2)  I pre-fix a code to be beginning of the caller ID


So this is still a feature request.  We don't put DID #'s on IVR menu options - nor do we have multiple phone numbers public.  Everyone dials the same phone number in - then hits the IVR menu and presses 1, 2, 3 etc... - then that call group rings a bunch of phones.  The feature request is that we want the option to pre-pend a TEXT wording for that.  So if 1 was billing and 2 was sales - the customer presses 1 it should show up on the phones that ring as:

SALES-Shawn
212-555-1212

or if it was billing:

BILLING-Shawn
212-555-1212

etc.. etc...

What RC tells me is that if we associated phone numbers with the options - then those phone numbers would show up on the Caller IDs of the phones - which would mean with a 9 option phone tree - people would have to remember which option each phone number corresponds with.  Very difficult.  :(

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Phil Koorsen, Implementation Advisor

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Hello everyone,

I am an implementation advisor and I do get a lot of requests of a related nature. I do have an idea you can try and see if you like it.

The IVR points to a group, if it is a Call Queue group, you will want to create a user account instead and assign the members of the group to the user account in the call handling. Be sure to name the User account as Sales, billing, etc.

Then for each agent that is assigned to take those calls, have them set up presence on their phone and assign that User Account to it. If the phone doesn't have enough appearance buttons, you can use the HUD on the Desktop application. Presence will then flash when a call comes into the user account and your phone will ring as well. A quick visual check will tell you which group it is. It's not perfect for agents who are in more than one group especially if you have ringing set up to simultaneous but i believe most times, they will see only one 'Group' flashing.

It's worth a try and please let me know if you have questions.
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Shawn

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I love the idea Phil - but sadly I only have 2 empty buttons on the phones (and they don't use software - not a very technical company).  Had I known this - maybe we would have gotten larger button phones (we have 8, of which we use 6, two for lines, 4 for call parks and 2 for shared voicemail access).  Plus - the 2nd fact you pointed out (agents in more than one group and simultaneous).  But I like the idea.  I wished it would work here.  Thanks again!!
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Kim, Alum

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Also, you may want to reach out to your Sales Rep about RingCentral Contact Center!
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Phil Koorsen, Implementation Advisor

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Tell you what, you can always reach out to your sales rep and see what they can do to upgrade the phones.

OR

Take me up on a standing offer to schedule a training session where I will show you how to install the desktop application and set up the HUD. (of course we have to set up the user accounts but we can always just do a test account so we don't affect your current set up). It's a one time set up so the end users only have to remember to run the application at the beginning of the day.

Ideally, we want to use a 'test' in the first place to make sure it works the way you like before even trying to upgrade the phones but let me know as I would love to see if we can't get it to work.
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Shawn

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Phil - feel free to shoot me an email and we can work offline on this - shawn@sandtent.com.  I'm not sure your solution will work for these guys, but I'll take you up on at least attempting.  Thanks.
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Shawn

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I appreciate the suggestions here - nothing seems to be a perfect fix - so I'm still back to my original suggestion that this be added as a feature.  When three other major competitors "can" do this (I mean no disrespect to RC here) - I would hope that RC would strongly consider it and implement in the future.  Especially since RC targets small businesses - this is a small business feature (people often share in call groups together).
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Megan James

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Are there any updates to this? It looks like the last post was 2 years ago. I am searching for the same amswers. We have an auto attendant. When someone presses 1 it goes to parts, press 2 for sales, etc. I would like the caller ID to show up "Parts Group" with the persons phone number after it. Is this possible? 
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Saadet - Community Support, Official Rep

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Hi Megan, Phil and Jan mentioned some workarounds. However, I have not been given an ETA on this feature.
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Shawn

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Megan - how do we get this escalated?  We're a reseller and have had to recommend other VoIP providers to some of our smaller clients because this was too important of a feature to lose (ourselves included, we can't use RingCentral because of this - too many people where similar hats, but we need to route calls accordingly).  I'm not a VoIP programmer, but I would think two years would have been enough time to program this feature???  I recognize there has to be a demand for it and this really is something smaller customers will require vs. larger.  When I posted this originally - this was for a 50 user environment and they still ask me once in a while if it would be possible to have WHAT is ringing show up on the line (as they want the phones ringing at most desks so others can help out with some call management - but need to better know what type of call is coming in).  I rant, sorry... but please - get this moved up the production wish list please??  Thank you.

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Mike, Official Rep

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Hi Shawn,  This Community is the primary source of collecting information for feature requests.  Our product team regularly reviews the requests received here and through all other sources.  There is a somewhat complex prioritization process but the most beneficial thing users can do is comment here leaving good use case scenarios showing how each feature would benefit the business.   Also, it's important to know that we get hundreds of feature requests so even if something is on the road-map it could still take several months or even a year+ to be released.  

Mike 
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Bob Robinson

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I just voted on this and would vote multiple times if I could.  The only thing I would add is that the options suggested earlier for IVR Extensions don't work in the current RingCentral recommended setup, where the IVR prompt numbers are configured as Call Queues instead of extensions.  There is no option to prepend or append anything in a Call Queue.