Show caller name (CNAME) and phone number (Caller ID) in MAX, Supervisor and Dashboard

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  • Updated 2 months ago
  • (Edited)
1. Account type: U.S. RingCentral Office and RingCentral Contact Center.
2. Description of the business: Top-Ranked Specialty-Specific EHR, Practice Management, Analytics
3. Description of the feature being requested: Show caller name (CNAME) and phone number (Caller ID) in MAX, Supervisor and Dashboard instead of Contact ID.
4. Use case scenario: Agents and manager have to identify the practice that is calling for support. Showing the CALLER NAME and PHONE NUMBER is a most for their daily work. This is something our previous old system used to do. We can't believe this system doesn't allow to show the CNAME of the call, and not even the phone number in Dashboard. Please add this feature.
5. Benefit of such feature: Agents and manager will be able to identifier the client that's calling for support, providing the same personalized support they used to provide.
6. Number of Users: 800 RingCentral Office, 200 Contact Center agents.
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Guillermo Fuentes

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  • Contact Center isn't able to show the CNAME of caller in any of the apps, dashboard, reports, etc.

Posted 2 months ago

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