Call Screening Name Playback

Question

We have turned on call screening for calls without caller ID because we’ve been getting slammed with malicious anonymous calls.  When testing the call screening using we’ve found that RingCentral will prompt the caller for a name, but that name doesn’t seem to be being played back to the person answering the call.  It doesn’t seem to show up anywhere.  Does someone know what the reason for this would be and what to do to get these screened call names to play?

Mary-Community_Moderator · Accepted Answer

This is almost always due to a specific setting in the Incoming Call Information section of your RingCentral portal. For the recorded name to be played back to you, the system needs to be set to "Always" play an announcement.

To ensure the recorded name is played back when you answer, follow these steps in your RingCentral Admin Portal or User Settings:

Navigate to Call Handling: * Go to Settings > Phone > Incoming Call Rules.
- Select Incoming Call Information.
Check the Play Announcement Tab:
- Look for the Play announcement tab (sometimes located within the "Advanced" or "Audio" sub-menus of call handling).
- Ensure the Direct Calls dropdown is set to Always.
- Note: If this is set to "Never" or "For non-RingCentral phones only," the system will connect the call immediately without playing the recorded name.
Enable "Ask me if I want to answer":
- Within the Call Screening settings, ensure that the toggle for "Ask me if I want to answer" is ON.
- When this is enabled, the system will hold the caller, ring you, and say: "You have a call from [Recorded Name]. Press 1 to accept, 2 to send to voicemail."\

Let me know if this worked for you.

herrmoody · Answer

That is exactly the information I needed. I wouldn’t have otherwise guessed that the play announcement needed to be on for all calls. Thank you.

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