Warm / Attended call transfer ID should reflect the current caller

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Merged

This conversation has been merged. Please reference the main conversation: Show Original Callers Number in Caller ID when Transferring calls

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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Posted 2 years ago

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Shelly Roth, Champion

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yes, but i understand the need in a warm transfer for the caller ID to initially indicate it's from a staff member as opposed to thinking the call is coming direct from the caller, but after the fact it would be helpful in the call record to know who the caller really was from.  For instance, if a VM is left, the caller ID indicates it's from the staff member and not the actual caller. I am using the RingCentral for Windows app so it is happening there as well.
(Edited)

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