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 3 years ago

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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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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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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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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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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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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.
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John Sestak

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I have said repeatedly that Ring Central has some very good programmers; however, their programmers have a weak understanding of how a phone system is supposed to work. Giving us a workaround by pushing multiple buttons, or delaying the transfer, is NOT a solution. So, have your programmers work on a regular phone system, THEN program the same feature into your system. This caller ID transfer needs to be done automatically on every single type of transfer without the end user pressing 93 different buttons!
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Ryan Emslie

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To be honest it needs to happen. I'm wondering what the timeline is or how high of a priority it is? I hope they are getting these foundations down first before getting all these fancy bells and whistles added as features. It's key to get the foundations right, and move from there. Anyone from RC seeing this? Is this in the works??
obviously not that high of a priority considering this feature request has existed for 2 years. yet still no word from ringcentral. just links to useless articles on how to do it with a blind transfer on a deskphone. 
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Rob LaRose

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Frankly, I find this system for feature requests to be a disaster.  As I pointed out. there's no curation of the requests to ensure that dupes are merged; or if there is, it's poor.  And since highest-voted ideas are left on the vine for years with no customer engagement from RC, it seems it's just an echo chamber for customers (a la Apple's user forums) rather than a respected customer-development channel.
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Erin Rigby

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We agree.  We're new to RC and this may have been a show stopper for us if we had known that we would not be able to see the caller id when the receptionist transfers the calls. 
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jkc405

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Why in the heck is this just not the way it works by default? I can't tell you how many times in the 9 months that we've been on RingCentral that I've answered a call that I thought was from a co-worker only to be stuck with someone trying to sell me something. So it would be nice if instead of me having to bust chops of people doing that to me that this thing would do the smart thing and show the caller ID of the call actually coming in, not the person who transferred it... basic stuff.
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alfm

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This reply was created from a merged topic originally titled Warm / Attended call transfer ID should reflect the current caller.

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.
An internal example:

  • 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.
This happens on our desktphones (Cisco SPA514G) and on the smartphone app. I have not yet tested the desktop app.

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 !
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alfm

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I appreciate that cold / blind transfer will show the transferred caller's ID but that is not the point. The only difference between warm and cold transfer is that you get to talk to the potential transfer recipient before transferring the call - but the call is still TRANSFERRED

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.
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jkc405

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Exactly, and when I miss that transferred call and they leave a voicemail the email/app, etc. says I have a voicemail from my Coworker, which is completely incorrect. It blows my mind that they programmed this process this way.
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Tony Romanelli

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This reply was created from a merged topic originally titled Show initial caller ID/Information when warm transferring calls.

Hello!
 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:

  1. Place the caller on hold
  2. Call the receiving agent and relay any relevant information
  3. Hang up with the receiving agent
  4. Pick back up with the initial caller
  5. Place the caller back on hold
  6. Do a blind transfer to the receiving agent
I find it ridiculous to have to require so many steps in order to provide the caller ID to the receiving agent. These steps negate the need for the already built-in warm transfer option.
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.


 
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Rob LaRose

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It's a disaster.  Long-standing basic telephone features leave giant holes for years, and Customer Advocates just send their customers here to feed the echo chamber..
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Paul McLellan

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After launching RC a couple weeks ago, we immediately noticed this flaw and it is significantly affecting our business NEGATIVELY.

This item has over 200 votes. How many votes are typically needed to fix an issue like this?

Thanks.