Desktop App: associate name to RingCentral phone number, and display on softphone

  • 0
  • 1
  • Idea
  • Updated 3 years ago
  • (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.

We run different advertising campaigns, and need to track their performance. We use different phone numbers for each advertisement. Our inbound agents need to track the source of each phone call. This seems common place with any phone system, why doesn't RC provide this simple information? Example 555-555-1212 (name:) google adwords, etc. Other VOIP phone providers allow this, maybe I will have to switch.
Photo of David

David

  • 130 Points 100 badge 2x thumb

Posted 3 years ago

  • 0
  • 1
Photo of Dustin Showers

Dustin Showers, Champion

  • 3,090 Points 3k badge 2x thumb
my extension name displays on the softphone?



why not use your admin call log to track the calls that each of your numbers receive?

you can pull a spreadsheet and filter by extension this way.
Photo of David

David

  • 130 Points 100 badge 2x thumb
I'm sorry, maybe I didn't do a good job at clearly defining what our needs are.

I can get the users name to appear on the softphone, but that is not what we are looking for. We have multiple phone numbers hosted with RC, these are toll free numbers that our customers call into. The customers see this number in an advertisement. In our dashboard where we have access to "our" phone numbers, we would like to create a custom name for the phone number, such as "Detroit Newspaper" that tells us where the advertisement is at. That way when a customer calls in, the softphone needs to display that custom name "Detroit Newspaper."

Thanks.
Photo of Dustin Showers

Dustin Showers, Champion

  • 3,090 Points 3k badge 2x thumb
company contacts?
Photo of RC-Installer

RC-Installer, Champion

  • 26,904 Points 20k badge 2x thumb
Not sure how your call routing is setup but I have added Digits to caller ID info to identify where the caller is coming from.

This may work for you.  It only allows numbers to be prepended or appended but may work for you

Chuck
Certified RC Installer
Photo of David

David

  • 130 Points 100 badge 2x thumb
Hi Chuck, that may work if it appears in the softphone during the call. Can you describe how to set that up?
Photo of RC-Installer

RC-Installer, Champion

  • 26,904 Points 20k badge 2x thumb
Well, how do you route your calls ehsn someone calls one of these numbers.

I have some customers that route different numbers to different call queues, in that case the call queue name could be displayed and you will then know

Or you could creat a dummy extension for each number and in the caller ID information for that extension select to add digits and then the phones associated with that extension will sho the caller ID info with the extra digits so you know what number the caller dialed.

Or if the customer Caller ID is not so important, you could shoose to show the number the person called on the caller ID.

So you have options but like I said depending on how your call flow is setup one may work better over the other

Thanks
Chuck Fuscone
Cerified RC Installer
chuckfuscone@gmail.com
Photo of David

David

  • 130 Points 100 badge 2x thumb
I can get the queue name to appear on the softphone but only before the call is accepted, once the call is in progress the queue (group) name no longer displays.

Could your provide some guidance on creating a dummy extension? They only way I see to add an extension is to add an additional user which comes with a cost.

Thanks a lot!
Photo of RC-Installer

RC-Installer, Champion

  • 26,904 Points 20k badge 2x thumb
add extension WITHOUT a phone.

There is no cost and you could add up to 950 (Give or take ) to each RC office account

You will still need to setup a password ETC. 

This should work for you.

Thanks

Chuck
Photo of David

David

  • 130 Points 100 badge 2x thumb
Getting close! I got a new extension "without phone" and added numbers at the end. I then took our RC toll free number and routed the call to that new extension. With a dummy extension how do route inbound calls through it and to a group/queue?
Photo of RC-Installer

RC-Installer, Champion

  • 26,904 Points 20k badge 2x thumb
well if ultimately you are routing the call to a queue I would just make that number a Direct Number on the queue.  Then the queue will identify it self when delivering to a phone or queue member.  

The agent should know what number was called.

Are you routing all of calls to these numbers to queues?

Chuck
Photo of David

David

  • 130 Points 100 badge 2x thumb
Yes, all calls (except our main number) will route to queues/groups. The group name appears on the softphone but only before the user accepts the call, not while call is in progress. With 15+ phone numbers, an agent may not know all the different numbers we are using, and their associated advertisement.

if the call queue information would stay on the softphone during the call, everything would be perfect, but RC won't make that change for us.

Thanks for your help on this Chuck. I just don't see the solution yet.

This conversation is no longer open for comments or replies.