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.
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.
In our company we use 'warm transfers' / 'attended transfers' as the de facto standard for transferring all our calls. We have noticed that the call transfer caller ID is not correct when a call is transferred as it shows the last staff member involved in the call chain and not the actual original caller.
This is clearly wrong and means you can't see who is really calling you after their call has been transferred to you.
An external example:
- An external company, Acme Corp. call the office.
- Bob answers the call and starts to forward it to Joe
- Joe takes the call and on the desk phone / smartphone app Joe see's that Bob is calling - correct
- Joe says he will talk to Acme and so Bob transfers the call
- Joe still sees that Bob is calling him - NOT the client so Joe can't see the caller ID / phone number of the client
- Joe transfers the call to Peter and Peter accepts the call
- Peter sees that Joe is calling him - even though he is only talking to Acme.
- James calls Bob
- After a while James asks Bob to transfer him to Tom
- Tom says yes he will talk to James and Bob transfers the call
- Tom sees Bob as the caller - NOT James who is the only person speaking to him
- James asks Tom to transfer his call Paul
- Paul says yes he will talk to James and Tom transfers him
- Paul sees Tom as the caller. This is completely wrong as Tom is in no way involved in the call any longer.
I reported this as case #06862342 and they have advised the quickest way to resolve this, as it is 'standard' behaviour, is to raise an idea here so everyone can 'up vote' it.
Please vote for this as it is inefficient and misleading and means that when an external call is put through to another staff member they can't see the external caller's details !
The definition of a call transfer is that the original caller and a new recipient are connected directly, their lines / handsets are connected directly and therefore the new recipient should see the original caller's ID because that is the only person actually talking - not the ID of the people that where temporarily but no longer involved.
Example of issue: If a prospective client calls a member of our sales team but does not leave a number this means because the phone does not display or record the call's ID / number to that recipient (even in their portal's 'call log') we may loose business or at the very least give a very unprofessional first impression.
If the call log does need to record the transfer from another internal phone then there should be two calls to that recipient recorded; the first from the internal number transferring the call and the second the number of the external transferred call - since that is actually what happens. It may be an idea to add a tag / property to the call log to indicate the external caller's call was a transfer and not direct.
This needs to be fixed imminently.
I'm posting this on the advice of our CSM and Account Manager. It has been stated many times on this forum that there is an important feature that is missing from RingCentral Desktop; the ability to see the initial caller ID/info after the completion of a warm transfer.
As you can see from the following link, it has been requested many times, going back over a four year span: >LINK<
Presently, during a warm transfer, the calling agent's caller ID is what is displayed to the receiving agent. However upon completion of the warm transfer, the calling agent's information remains.
Upon initially reaching out to customer support about this issue, we were advised to take the following steps to ensure the receiving agent gets the initial caller's ID:
- Place the caller on hold
- Call the receiving agent and relay any relevant information
- Hang up with the receiving agent
- Pick back up with the initial caller
- Place the caller back on hold
- Do a blind transfer to the receiving agent
The ability to warm transfer and then have the caller ID change to the transferred caller should have been something built into the warm transfer feature from day one.