Transferring a call

  • 0
  • 1
  • Question
  • Updated 7 months ago
  • Answered
When I transfer a call to another ext it shows up as my name when it goes through. Can I change it so it shows the name and number of the person calling in, and not mine 
Photo of Brittany Wax

Brittany Wax

  • 102 Points 100 badge 2x thumb

Posted 12 months ago

  • 0
  • 1
Photo of GriggsyCrossCo

GriggsyCrossCo

  • 328 Points 250 badge 2x thumb
You should do a blind transfer if you want to keep the original caller ID info.
Photo of Brittany Wax

Brittany Wax

  • 102 Points 100 badge 2x thumb
How do I do a blind transfer?
Photo of Jessica - Community Moderator

Jessica - Community Moderator, Official Rep

  • 13,848 Points 10k badge 2x thumb
Hi Brittany, 

For instructions on how to blind transfer on a Polycom phone, check out this article, for Cisco phones, check out this one :)
(Edited)
Photo of Joshua Fricke

Joshua Fricke

  • 82 Points 75 badge 2x thumb
These articles are both behind login and then return Page not Found. Regardless we are running into issue with call tracking as we log customer calls to our ERP for each of our reps via an integration called Tenfold (recommended by Ring Central) and they are unable to identify these calls due to this issues as well.
Photo of Saadet

Saadet, Employee

  • 69,492 Points 50k badge 2x thumb
Sorry about that, Joshua. I've updated the links!

I'm not familiar with the Tenfold integration but our Developer Community might be :)
Photo of Joshua Fricke

Joshua Fricke

  • 82 Points 75 badge 2x thumb
Thanks for fixing the links. Looks like blind solves the OP's question. Unfortunately for me it still does not show the final user receiving the call from the caller in the log (on outside number calling to dialed number).
Photo of Saadet

Saadet, Employee

  • 69,492 Points 50k badge 2x thumb
Hey Joshua, you should be able to see those details in the Detailed view of the Call Log
Photo of Joshua Fricke

Joshua Fricke

  • 82 Points 75 badge 2x thumb
Unfortunately that's not the case. What the call log shows is either this:

Warm transfer = 2 calls logged and nothing easily connecting the two other than the timing being very similar.
1. Original call in to the number dialed
2. Call from internal extension to another internal extension

Blind Transfer that does not show who the final user in any way.

Strangely there is a transfer called logged for the Warm transfer though the forwarded to is not filled out which should be showing the final user's number/extension.
Photo of Eric Hoffman

Eric Hoffman

  • 100 Points 100 badge 2x thumb
We are also running into this issue with warm transfers.  Coming from Shortel, and then Vonage, when a warm transfer is done, the agent receiving the call would receive an auditory tone that the call was officially transferred, and then the caller ID of the client would show up on that agent's desk phone.  What utility is there to have the other agent remain listed as the caller, once the transfer goes through?  Is it possible to change this?
Photo of Jessica - Community Moderator

Jessica - Community Moderator, Official Rep

  • 13,808 Points 10k badge 2x thumb
Hi Eric, 

This is not a functionality at this time.