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Question

Caller ID no longer showing on incoming calls forwarded to mobile calls

W
  • won
  • Participating Frequently
  • 5 replies

I blieve this is a bug on ringcentral as it started happening a couple of days ago. No setting was changed/updated and I went through trouble shooting with a customer service rep for 2 hours. I tested with another cell phone provider.


Reporting system bug:


Under Call handling & forwarding: I have the following set up:

Incoming calls forward in this order: simultaneously


1) Desktop & mobile apps


2) VVX-601 desk phone


3) Mobile phone


Then under Settings: Incoming Call Information: Display Incoming Caller ID is selected

However, on my mobile phone, Called Number is showing instead of Displayed Incoming Caller ID starting a couple of days ago.



Could you report this to the tech teams and get back to me?

20 replies

S
  • saadet.swift
  • Known Participant
  • 554 replies
  • February 21, 2019
Hey WON, I see you have case 08312094 open right now. Please continue to work with your Support Rep so that they can gather some more samples :) Once they gather what our higher tier support needs in order to do a deeper investigation, they should escalate your case (unless your current rep figures it out :) )
W
  • won
  • Author
  • Participating Frequently
  • 5 replies
  • February 21, 2019
Hi, I spent a couple of hours and nothing worked. I think ringcentral should check if this is a system-wide issue as many people will not realize this.
T
  • travis1
  • New Participant
  • 4 replies
  • February 26, 2019

This started happening to me as well around 4 days ago. I've made no changes to my settings.
W
  • won
  • Author
  • Participating Frequently
  • 5 replies
  • February 26, 2019
Hmm, I see that I am not the only one...
S
  • shawn-d
  • New Participant
  • 4 replies
  • March 1, 2019
Im having this issue as well. It started 2/14
S
  • saadet.swift
  • Known Participant
  • 554 replies
  • March 1, 2019
Hey everyone, Support will need to investigate and gather more details :)
W
Mine too. And on my phone it initially shows up as potential spam
J
This is a known issue and there isn't a fix as of yet.  Just spent 45 mins on the phone with support to confirm that the issue lies in the Call Que because when you call the direct phone number of the landline the forwarded call displays caller ID info correctly.  I hope this gets fixed soon...we pay a premium price for this service and basic things like caller ID should be a non issue.

S
  • shawn-d
  • New Participant
  • 4 replies
  • March 14, 2019
It has now been one full month of us experiencing this issue with no resolution.
J
Without notice the bug "fixed itself" 2 days ago at least for our account.
W
  • won
  • Author
  • Participating Frequently
  • 5 replies
  • March 14, 2019
Still same issue...
W
  • won
  • Author
  • Participating Frequently
  • 5 replies
  • March 15, 2019
Just observation: When a caller ID shows "anonymous" on ringcentral, it shows unknown on my forwarded cell phone. So, it selectively shows caller ID only for some calls.   
W
  • won
  • Author
  • Participating Frequently
  • 5 replies
  • March 21, 2019
RC finally fixed it. It's showing caller ID now.
S
  • shawn-d
  • New Participant
  • 4 replies
  • March 21, 2019
You're lucky, I just tested mine, and it's still not working correctly. 
T
  • travis1
  • New Participant
  • 4 replies
  • March 22, 2019
Mine still isn't working either. I've given up hope at this point. 
S
  • shawn-d
  • New Participant
  • 4 replies
  • March 25, 2019
Mine started working on Friday, but as of today, it's no longer working correctly. 
T
  • travis1
  • New Participant
  • 4 replies
  • April 1, 2019
For the time being, mine is working properly again. I've made no changes on my end.
W
Mine is still not working.
S
This needs to be fixed ASAP! Mine is doing the same thing, when calls are forwarded to our cell's there is no way to see what the phone number is in our log to pull the recording. 
S
  • saadet.swift
  • Known Participant
  • 554 replies
  • July 30, 2020
Hey WON, in order to see if this is indeed a bug, you will still need to work with Support. Here on the Community, we do not have the resources or access needed to properly investigate and gather the information that our Product Team needs.

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