Show Original Callers Number in Caller ID when Transferring calls

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We have agents requesting the ability to see the original caller's number instead of the person's number who is transferring the call. We would love to see this feature in the next  firmware update.
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Lily Morris

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Posted 2 years ago

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RC-Installer, Champion

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Lilly,

Check out Article Number : 4127 in the customer support.  It gives options based on the IP phone you have.  

I do believe that hitting ## to put a person on hold and then the extension to transfer to will send the original Caller ID information along to the person.  Test it out...

That should work on the Cisco phones or the Polycom

Thanks

Chuck
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Andrew, Champion

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Blind transfer will do this for you as opposed to a warm transfer.
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Lily Morris

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Thank you both! Our company does not use Blind Transfer often as we need to provide the purpose of the call to the associate we are transferring to. We would like to be able to see the original callers number when completing a warn transfer as well. We could verbally provide the phone number from the original caller when we do the warm transfer but the more information we have to verbally provide the longer our customer is on hold.

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Teresa Habeck, Champion

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We have the same issue. If the call drops for any reason the recipient has to hunt down the person who forwarded the call to get the number. Super unproductive. Maybe a better solution is to tag on the forwarding extension to the number as done the direct incoming calls? Voting for this as well.
(Edited)
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Andrew, Champion

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I see.  I hear you on that.  I'm going to vote for this. 
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RC-Installer, Champion

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Try hitting ## that will put the person on hold, then dial the extension of the party you are transferring the call to, into the call and when you hang up the original caller IS should be sent to that person.

Test and report back

thanks

Chuck
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Nathan Malone, U.S. Tier 2 Support

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I have a customer also requesting the ability to transfer the original caller ID through on a warm transfer. He is aware of the blind transfer option but needs to do a warm transfer of his customers. The customers CRM tracking is being affected. The CRM is tracking all the warm transfer calls as the receptionist phone rather than the original caller which is causing issues with ticket creation and customer experience.
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Ryan Emslie

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This would be a HUGE addition. It seems small but people in the heat of the moment see a user they know and don't answer accordingly when in actuality it's a client. While the consultative transfer is nice, it seems a little archaic to be forced to do this every time so the person knows. In actuality, nobody would ever need to know it's a user transferring someone if they have an outside caller, this information if you think about it in general terms is completely useless. I think RC should work hard to get this feature down, it's odd because it's such a fundamental issue, yet the system can do SO MUCH. It would be nice to get the fundamentals down 1st, and get the bells and whistles later.
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RIVERSBEND

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Still waiting on resolution to this issue...
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Carolyn Melphy, Employee

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I have an OAH client that definitely has a concern about not seeing the original Caller ID. Their old PBX System was able to provide.  
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Ryan Emslie

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It would be nice, considering we are in the cloud dealing w/ this issue you would think that something as simple as this could be done and made a priority. One thing about RC that bugs me is you can do a TON w/ features, but something as basic as this has yet to be addressed. This is a major issue for us, mostly because we are paying 3x more when our old PBX could do this. There must be a way to focus on this fundamental issue, while all the features and customization is nice, the irony is that even the most simple of foundations in the phone world have yet to be addressed. Would think this would be high on the priority list.
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John Walker

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This needs to be a priority. We really need this as well.
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Chris Duquette, Champion

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I don't think it needs to be a key code to make this happen. It would be better if there was maybe a 3rd transfer option or a setting available to make it happen with just making the transfer and not having to dial key codes to do it.
(Edited)
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Chris Allen

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Bump 

Still would like to see this functionality 
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Teresa Habeck, Champion

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We have the same issue. If the call drops for any reason the recipient has to hunt down the person who forwaded the call to get the number. Super un productive. Maybe a better solution is to tag on the forwading extention to the number as done the direct incoming calls?
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Ryan Emslie

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It's just shocking to me that this is a fundamental "feature" on PBX phone systems a decade + older than this. I don't see how this cannot be one of the number one priorities for the entire system. Considering also the cost is likely 3x the legacy systems, it's like getting a BMW w/ out a windshield. This is so profoundly fundamental. It's like you're trying to sell tickets to a brand new Olympic Stadium with all the bells and whistles and technology, but failing to add an entrance. It's foundational. The whole concept of Ring Central is to have the advantage and malleability of the internet, it's deeply ironic for it to be a hindrance but that's where we stand. If I were at Ring Central I would have the A-Team swarming this issue, it simply must be handled and falls in the "non-negotiable" category. Like of course, you should be able to forward a call and know who the origin caller is. That's fine I can do all these other things but really? Our archaic previous ShoreTel system could do this most basic of tasks.
(Edited)
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Melissa Roberson

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Agreed. This should simply be a phone system setting that you can set in the admin.
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Ryan Swarts

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Voting for this as a feature request, as well.  Our receptionist team and our company need to work quickly and efficiently.  Putting a caller on hold to call someone internally to then resume the call and make another call via blind transfer is not going to be received well by anyone involved.
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Ryan Emslie

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Correct. It is that and the fact that older systems used to be able to make this happen. Gotta nail down the basics this is a problem. We need to be quick too, sometimes just seeing the caller an employee can know what it's for.

Objectively speaking, there is no benefit knowing who it is that's transferring the call. What would be the point of something like that? That's what we have right now. You should only see an employee's name when they are dialing your extension from there phone. The reason I find this so frustrating is the price-point, paying this much for a phone system we need to have this basic feature, which really used to be just a normal thing 10 years ago...
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Kristin Erickson

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Also voting for this feature as a priority.  It was a feature we were accustomed to in our old system with ThinkingPhones and just assumed it would be available with RingCentral.  It's a step back.
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Chris Duquette, Champion

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Board moderators.....is there any update on this? or a set workaround, besides just a blind transfer? 
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Chris Duquette, Champion

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**bump**
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Paul Murray

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HI
   We are new to the RC community.  After calling the helpdesk 2x regarding this issue, I am very disappointed to be directed here to vote.  (Our current PBX solution supports this feature.)  Blind transfer is not a work around. 
   Feedback from a board moderator would be useful.  
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Mike, Official Rep

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Hi Paul, Welcome to the RingCentral Community! 

Thanks for commenting/voting for this feature.  Unfortunately I can't guarantee if/when this will happen.  We get dozens of requests daily and currently have well over 1000 open feature requests here on the Community.  There is a constant planning and prioritization process going on and of course or Product Team must direct resources to the features that help the most users.  Rest assured they do read the comments here so it does help to always include a use case scenario and explain the impact/benefit to your business. 

Thanks!
Mike 
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David Marcus

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Voting for this feature as well
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Teresa Habeck, Champion

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We just found that this can be done by following the below instructions:

Transfer calls with caller ID:

1. While in the call PRESS and "HOLD" the TRANSFER button on the display menu till the selection menu pops up.

2. Select # "2 Blind" on the transfer menu and hit OK.

3. Dial the Extension 

4. Send call


Transfer calls directly to voicemail

1. While in the call PRESS and "HOLD" the TRANSFER button on the display menu till the selection menu pops up.

2. Select # "2 Blind" on the transfer menu and hit OK.

3. Dial 0+ Extension 

4. Send call

We have tested this and it works :)
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Ryan Swarts

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Thanks, Teresa, but that's somewhat cumbersome for the receptionist team to
1) put the caller on hold
2) call the end user to let them know who is calling and to check availability for that call
3) go back to the caller
4) then do the blind transfer

The warm transfer is absolutely preferable to blind transfers. The trade-off to pass along the phone number on a transfer but do it cold is not worth it.  Hopefully we can have both qualities.

**The display is large enough to have both an indicator that the call is being transfered from ___ and have the transferred number below it; I've seen it on other Polycoms and RingCentral's sleek and innovative apps surely can have something similar.
(Edited)
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Teresa Habeck, Champion

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Totally agree, they still need to fix the original problem.
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Aaron Floyd

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Totally agree.  A cumbersome workaround is not a fix.