Polycom IP Phones display blfXXXXXXXXXX as phone number in recent calls list if call was picked up from monitored line

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Want Polycom phones to display phone number in recent calls list (and underneath the name while on the active call) instead of "blfXXXXXXXXXX" where the "X" is a number for what I'm assuming is the Busy Lamp Field number on the phone itself. This information is completely useless to the end users using the phone and they have requested the ability to see the phone number while they're on the call, clients calling into our law firm are getting annoyed that we have to ask for their number while on an active call with them. The actual phone number is shown the call is ringing, and once picked up the phone number display is gone. Our old Cisco Call Manager system had no problem displaying phone numbers to users on the desk phones.

Steps to reproduce:
Polycom VVX411 or VVX501s, User has another extension monitored on their phone, their phone is set to ring when monitored lines ring and has permission to pick up calls from that extension, the monitored line is ringing, they pick up the call from that line and under the active caller ID it displays the blfXXXXXXXXXX number, when call ends it displays the same blfXXXXXXXXXX number in recent calls instead of a phone number, this is dialable but you don't know what number you're dialing, pretty awful experience all around if using the desk phone.

1. U.S.
2. Law firm
3. Want to replace "blfXXXXXXXXXX" displaying in recent calls list on deskphone/underneath caller ID while on active call after intercepting call from a monitored line with the actual phone number associated with the call.
4. Not having to ask the caller for their phone number if using a desk phone considering that shouldn't be necessary in the first place.
5. See 4
6. 07051612
7. 500-600 extensions/digital lines 
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Mike Rowe

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Posted 3 months ago

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Mike Rowe

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Typo in the above, correction:

The actual phone number IS displayed while the line is ringing, it then switches to the blfXXXXXXXXXX under the active call and that's also what displays in recent calls on the Polycom desk phone.

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Mike Rowe

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Is there any way this can be passed on to Polycom or replied to? Looking at their website myself their feature request page won't load and this has come up a few times since I've submitted this, again it should be completely possible as the phone displays the correct number while ringing and it just switches to blfxxxxxxxxxx until it is redialed, our users used to be able to look up the number in their recent calls list before switching to RingCentral and now they have completely lost this basic, standard feature of every other desk phone on the market.
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Saadet - Community Support, Official Rep

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Hey Mike, I've shared it with our Product Team (as with many other feature requests). If I hear anything about this changing, I will let you know. However, I'm not sure if it will get changed. The numbers that follow BLF are for the User's Mailbox ID which is something internal with RingCentral. If you wanted to get more information about how this works, I would suggest asking your CSM or Account Manager to get you in touch with an Engineer that could delve way more into this subject than I can.
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Mike Rowe

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Thank you for the response Saadet, I've actually brought this to our account rep's attention and have sent the relevant info to an engineer already for them to look into for us.