Caller ID: outbound to showing Company Name for Toll-free numbers

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  • Updated 2 months ago
  • (Edited)
We have set our company name on the Company Caller ID section of the RingCentral website, but that's not what shows up when we call - only our 800-number does.  Our company's main number listed as our toll-free number in order to establish recognition between our company and the 800-number, and to keep clients from calling our direct lines back.  The problem is, these days many people see an 800-number come up on their Caller ID, assume it's a telemarketer and ignore the call.  We would like our company name to be displayed as well.  
Unfortunately, according to the Tier-2 CSR I just spoke to said that "a limitation in the system" does not allow for the Company Caller ID to be displayed if the 800-number is selected for the Outbound Caller ID.  The only solution would be if we changed our Outbound Caller ID to our local number specifically assigned to the phone.  Can this limitation be looked into so that we don't have to list our local numbers?  Thanks!
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Jen

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Posted 4 years ago

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Sybil King

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You can list a single DID number as your generic caller ID, then an announcement on that number gives the caller the toll free number of your business unit. Another interesting thing to know is that local telephone companies don't have to pass the toll free number as your calling number which causes you to have "unknown" as a caller id depending on where your customer is, which is even more undesirable. 1. Your customers won't answer the phone 2. violates the Truth in Caller ID act.
Sybil
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zach

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I need my Toll free number to reflect my business name. Please ring central fix this
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Clinton Boyda

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This is definitely a HUGE bug, when even if I switch to my local line as outgoing caller id and call a cell phone it says a city name, not my company name!  Toll Free Caller ID is essential to our business and does not work :(
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Jan Ferguson, Channel Partner, Champion

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Clinton,

Have you configured your Company Caller ID in the Admin Portal under "Company Numbers and Info"?
(Edited)
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Clinton Boyda

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Yes, but I am in Canada and that may pose part of the problem.
The crazy part is the caller id from the toll free number says "toll free service", when I use my local number and call Bell cell phones it says "Calgary, Alberta" (which is not my location nor name).  It is absolutely a mess, time to find a provider that includes proper caller id for toll free numbers in Canada....
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Jan Ferguson, Channel Partner, Champion

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FYI...my toll-free number also shows as "Toll Free Service" in Caller IDs. But my direct (local) number does show my company name as I configured it. Unfortunately, I know nothing about any possible issues between Caller IDs in different countries.
Need caller id and business name on toll free number PLEASE!!!
(Edited)
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Douglas Lagasse

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Yes agreed - need caller ID for toll free number. This seems to be a basic feature. Lets get it done Ring Central.
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John

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Our RC account number is our RC toll free number. (Don't know if that matters, but say so, just in case.)

We have configured our Company Caller ID in the Admin Portal under "Company Numbers and Info."

We have tested this a few times and get varying results.

Worked correctly  -  Recently, using the RC softphone application on my computer, with the Caller ID in softphone set in the drop-down menu to our toll free number, I called a friend at his office. He reported that the Caller ID on his office phone showed our company name (as we have it configured in the Admin Portal) and our toll free number. His office is in the same town as ours. His telephone service is local cable company VOIP service.

Worked correctly  -  I also called the same friend again, but that time using the RC app on my cell phone, and that call also showed our company name and number (as we have it configured in the Admin Portal) on his office Caller ID.

Failed  -  But yesterday, using softphone application on my computer, with the Caller ID in softphone set in the drop-down menu to our toll free number, I called a new client's landline residence phone in a small town about 30 miles away. The client said that the Caller ID on her phone showed "Toll Free Number" (or something similar), rather than our company name, along with our toll free number. I don't know who her landline residential service provider is, but suspect it is AT&T. By the way, she said that she started not to answer the call, because her Caller ID showed "Toll Free Number," and she thought my call might be from a telemarketer.

Worked correctly  -  This morning, using softphone application on my computer, with the Caller ID in softphone set in the drop-down menu to our toll free number, I called a cell phone we keep here in our office (AT&T carrier), and the Caller ID on that cell phone correctly showed our company name and our toll free number (as we have it configured in the Admin Portal).

Failed  -  Again this morning, using the softphone application on my computer, I set my RC direct local number for the Caller ID in the dropdown menu and called that same cell phone, and the only thing that showed in the Caller ID on the cell phone was my direct number and the state associated with that direct number.
(Edited)
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Trish

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This reply was created from a merged topic originally titled Capability to make the company name the outbound Caller ID for the main 800#.

Outbound caller ID needs to say the company name not the 800#. Our company has separate lines and numbers for each employee. We have it set to show the main 800# no matter what number we are calling from so that the clients get our main number. However RC cannot make that 800# show up as the companies name. We have found that new clients are screening their calls and don't answer when they see the 800#. This is a problem because it ends with a lot of messages and back and forth calling. This really needs to be changed. 
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Douglas Lagasse

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RC is dropping the ball on this issue with excuses.  It can be fixed if they want. It's not the phone companies. 
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Tony Salaza, Employee

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Voting for this idea on behalf of a client - caller ID on their TF numbers is very much required. 

Email received from: Rick C


Subject: RE: Thank you for your
recent feedback
Thanks for your follow up,
I have been unable to get a clear answer on whether we can have our company
name on our caller ID
Appear on our mobile phones. Joel in service indicated we could but it
appears to work only on local calls. We need it to work on all calls
otherwise people think we are phone solicitors and don't pick up, even our
customers that normally do pick up.
We have repeatedly asked for assistance in making additions to our outgoing
message. A time was scheduled for personal someone to call and they never
did.
Frankly it is taking too much time to get things set up after almost 2 months
and we are not satisfied with the system so far.



Sincerely,
Rick Carlson


(Edited)
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Peter T.

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I totally agree! We need this to be fixed! This is the 2nd account I have with RC, and I've been with them 5 years. I have complain about it several times. Our company's main number also is listed as our toll-free number in order to establish recognition between our company and the 800-number, and to keep clients from calling our direct lines back.  Yes it's a problem because many people see an 800-number come up on their Caller ID, assume it's a telemarketer and ignore the call.  We would like our company name to be displayed as well.

Peter T.
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Brett Crowther

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This reply was created from a merged topic originally titled Show 1800 numbers as Outbound Caller ID (AU).

  1. Account type: AU
  2. A brief description of the business: call centre
  3. A high level description of the product or feature being requested: need 1800 numbers (Australia's toll free number) to show on the outbound caller id. It currently comes up as "Private"
  4. A typical use case scenario explaining how your business would use the feature: when dialling out, the 1800 number needs to appear on the phone of the person receiving the call so they can easily call back later and not be charged for the call
  5. Benefit of such feature: i think everyone knows how important Caller ID is these days! 
  6. Include any related case number if applicable: 07438569
  7. Number of Users and/or Digital Lines: 7
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Brett Crowther

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This has been merged into an unrelated thread. My problem is that no number shows up at all when dialing out with a toll-free number in AU. I don't want a name, i just want the actual number to show!
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Saadet - Community Support, Official Rep

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Hey Brett, I forked this to its own thread again

Please reference the new conversation here: Show 1800 Numbers as Outbound Caller ID (AU)