Template: Set Outbound Caller ID to be the User's Direct Dial Number

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  • Idea
  • Updated 5 months ago
  • Implemented
  • (Edited)
In an effort to reduce the call volume hitting our receptionist desks, we are encouraging our users to begin publishing their DID numbers to their contacts.  Currently,outbound caller ID is set to display the main number for each office, but I noticed under each user's account, their DID number is reflected in the outbound caller ID drop down list as “Phone Line.” Unfortunately, the system does not allow administrators to create a template to globally change user’s outbound caller ID to their “Phone Line” number.  Seems like a simple option to make available since the DID is uniquely labeled for each user.
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Rick Cruz

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Posted 3 years ago

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Peter VanWylen

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Agree entirely! This should be so very simple, RingCentral! Can we get a reply on whether this is possible and how likely you are to add this to your development queue? I'm a brand new customer and this is one of the things that is immediately frustrating and annoying about RingCentral.
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Andrew Doering

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Would also like to chime in here. 

Our receptionist is getting calls routed to the main phone line, which he should not answer. Because of this, we were looking to setup by default where all users outbound caller ID is set as their Phone Line, but, after calling phone support they mentioned this is not possible. 

Please fix this.
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Cecile Glassy, Champion

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March 21 2017, We have over 2000 users in our organization and this is a huge issue.  I am still correcting user Caller IDs manually from when we rolled out the Ring Central phone service June 23 2016.  It is really cumbersome to have to set each one 6 times manually to the user's DID instead of the organizational account# which is not even a published number to the public.  Why can't this be initiated with a single checkbox that offers something like "set globally to users' DID" ? ? ?   There is not any way in the web portal to VIEW ALL caller IDs without drilling down into each individual user's account and looking at them and editing them one by one.  This is a huge time sink and really not any good for Enterprise organizations. COMPELLING USE CASE   This also impacts our e-911 settings which have mis-directed first responders to our main District Office instead of one of our other 28 sites where the 911 phone call initiated.
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Peter VanWylen

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Agreed! This should be a really easy fix, and I'd like to hear someone from RingCentral saying that they'll prioritize it. It's kind of embarrassing that this basic feature is not impossible, and it's the main reason why I'd never recommend RingCentral to anyone with more than about 20 lines. It's good for us at 20 lines, but this kind of limitation makes it not a viable solution for a larger company.
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Elliot Beaudoin, Alum

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Hello,

Elliot from RingCentral Product Management here. 

We are currently investigating templates as a feature. I would love anyone who views this Idea, or any other template topics to fill out a survey so that we can learn more. 

Please fill out the survey here: https://goo.gl/forms/mLSgtUBFH72iOyZx2

Thanks,

Elliot
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Chris Duquette, Champion

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if you change it when you first set up a new user, then you shouldn't have to touch it again. Set it to display whichever number you like and that should be it.
Yes, a check box to set it globally would be great for those times when you add many users at once and the extra steps become just one of those "things that get missed" when setting up a lot of new users. Having to go back and set them after you've already instituted more than a few people would just be tedious. Even a template to set it for only certain users would even be a good idea.
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Kalen White

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This reply was created from a merged topic originally titled Manage default Outbound ID upon user activation.

All users have a default company outbound ID after activation.  We rarely want this number to be used on our outbound ID's as a majority of the business uses RC as personal virtual lines.  This results in multiple users making outbound calls out of the gate without the proper outbound ID until it is recognized or coached.  There does't seem to be a way to manage outbound ID's unless mass changing to one number rather than defaulting to their unique direct lines. 

  • Templates only allow you to apply one number to all, and not the unique number for the group.
  • A checkbox upon activation or a prompt to use company number, direct number, or list of group/queue numbers as default outbound ID would suffice. 
  1. US
  2. Above
  3. Above
  4. Manage Unique Outbound ID's efficiently
  5. Manually  click users out of 4,000 to verify settings. 
  6. 4100
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Peter VanWylen

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Kalen you make a great point. This is the one remaining reason why I won't recommend RingCentral to any large organization. 15-20 lines and it's a pain to have to remember to manually fix this for each new user. 100+ lines in your organization and you may as well pick a different phone provider or just accept the fact that sometimes it'll be wrong for months without anyone knowing that the outgoing DID isn't the person's direct dial number. The fix for this problem is easy, but somehow they aren't taking our request seriously. If you can't systematize or standardize outgoing DID to be the person's direct dial number across the organization, the phone system doesn't scale well to more than about 15-20 people.
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Jen, Employee

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This reply was created from a merged topic originally titled How to have all users use their own number for Outbound caller ID?.

Is it possible to add User Phone number to the Template options, so that we can make all accounts use their own phone number for the outbound caller ID.

Currently, the only option in Templates is to change the Outbound Caller ID to Main Number. 
Please add "user phone number" as an option, so that this can be done universally instead of having to go into each individual account and change it. 

See example from templates page:

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Cecile Glassy, Champion

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08-25-2017 We requested this ability several months ago, and they have advised us the Engineering Team at RC is working on it.   We have about 3800 DIDs and presently 2200 Users -  and changing each line manually six times to be the same as the user's DID#  for each user whenever one is assigned is very time consuming. 
(Edited)
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Roman Paylian

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This reply was created from a merged topic originally titled Add Digital Line Option to Outbound Caller ID Template.

Requesting the ability to create templates that would set the outbound caller ID to the individual user's Digital Line Number (Phone Line). 

Right now the template options for Outbound Caller ID are limited to the available phone numbers for the company, which would force all users to have the same setting. We have received several requests from users in our sales organization (25 users) to have their outbound caller ID set to their phone number so that they can get call backs directly from customers. 

Currently, the only way to do that for admins is to go to each user profile and change all the dropdowns, one at a time, to Phone Line option. That's very time consuming for 25 users. 

Also, it would allow you to make these changes for new employees with a single template applicaiton. 
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Peter VanWylen

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Roman is right. You should be able to standardize this without manually doing it for each line. This is a big deal for admins!
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Michael Alvez

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This reply was created from a merged topic originally titled Feature Request: Bulk Change Outbound Caller ID.

Hello,

We are a US based Ad Agency, where we have users coming in and leaving all the time. All our users prefer receiving direct calls, instead of having calls routed through a main number.

The issue we're running into is when creating a new user, the Outbound Caller ID always defaults to the Main Number (company number) and not the users Direct Number.

The feature I would like to request is to have an option (maybe a template setting) to change Outbound Caller ID to Direct Number in bulk. 

Thank you
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Cecile Glassy, Champion

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10-13-2017 Saadet or Michael - any progress on this issue yet to report?
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Saadet - Community Moderator, Official Rep

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Hi Cecile,

We have not received any type of ETA on if/when this may happen. As always, I'll update this thread if I do get any news :)
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Michael Alvez

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No progress from my end. I had a separate thread open that was just merged into this one. Hopefully we can get more eyes on it.
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Cecile Glassy, Champion

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Thanks Saadet! We appreciate it 
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jlaprade

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No news on this yet? This seems like a very basic feature that should have been available from the get go. 
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Adam Heusdens

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I just ran in to this problem today. Please include the ability to create a template that includes setting caller ID for all features to the user's DID.
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Michael Plant

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Absolutely have to chip in here. RC can make bulk uploads with the individual DDI from their back end, so they should be able to provide that functionality to us.

A huge +1 from me.
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Jay Sato

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+vote

yes, we need to be able to set and override users caller ID to their direct phone number.
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Derek

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This reply was created from a merged topic originally titled Outbound Caller ID - Templates.

USHealth Care
Most of our phones use a main number for outbound caller ID, we have a location where we want outbound caller id to that of the phone itself, not the main number.  Templates right now don't allow us to set that, we can only choose a company number.  We would like the template to allow us to keep the Phone Line or set it as the Phone Line for Outbound Caller ID.  There are about 80 phones we would use this for.
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Andrew Hall

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+vote
Being able to use a template to change a user to use their direct number as default would definitely be helpful.
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Cecile Glassy, Champion

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USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

2018-07-23 PLEASE FOLKS VOTE FOR THIS ONE!

Yes, we have thousands of users and thousands of DIDs and all of them had to be manually reset to the DID 6 times for each type of Caller ID in order to provide correct info to recipients.     

This needs to become an Admin choosable  PREFERENCE Checkbox instead of auto-route to the main account number for all 6 types of caller ID settings by default.   

One checkbbox to correct them all - rather than manually designate the CallerID for each one 6 times. 

All returned calls from recipients were routing to our account number general mailbox by default.   

This is still not fixed.   

Saadet or Mike Ferringer, can either of you get a status update on this option?
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Saadet - Community Moderator, Official Rep

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Hey Cecile, sorry but I haven't heard back from our Product Team about this :/
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Matt Gregory

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I'm in a support chat about this right now, and being sent here as evidence that the engineers are making progress. Then I scroll up and read the last year's worth of 'we have no update' responses. State of the art, RingCentral...

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Ron Kanter

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Has anyone heard for RC about this?  I can't believe you can't use a template to fix existing users and there is no way to change the default behavior.  Having to manually change this many setting and for a large number of users is a ridiculous waste of time, not the mention that the chances of making a mistake is way too high.