question

john-sauber avatar image
john-sauber asked john-sauber commented

Inbound Caller ID's Show Caller's Phone Number and "Unknown"

When we moved from our old phone system to RingCentral, we had many organizations who would call in, and their phone number and business name would show up. I'm not really sure how this worked, but there must have been some kind of directory that could grab the company name. In RingCentral, we have yet to see any company name show up on inbound calls; they all just show as "Unknown."


It would see like our Incoming Call Information is set to allow for company names to come through. Perhaps the RingCentral Caller ID database is just very limited.


caller id
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danno147 avatar image
danno147 answered
Are you using Call Groups?
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john-sauber avatar image
john-sauber answered john-sauber commented
Danno, 

We are not using call groups. The main reason being that we'd like a "first line" to answer, and if they don't pick up in several seconds, we keep ringing them along with another "second line" group. This is currently not possible with groups, so we have a dummy user with all of these people's direct dial numbers added, and then we group these individuals to accomplish that goal.

Sorry this is probably more than you asked for :).

John
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john-sauber avatar image john-sauber commented ·
Thanks for the information. We are on a standard license, so it looks like that's the issue there.
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danno147 avatar image danno147 commented ·
No problem.  I asked b/c there is a new setting in Call Groups which, if not programmed correctly, could result in what you're getting.  So that's not the issue.  Are you in US?
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john-sauber avatar image john-sauber commented ·
Got it; we are in the US.
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danno147 avatar image danno147 commented ·
That's good.  Is the set up you described above for your main number.  And are ALL those calls coming up "unknown".  Last question, if you call your individual direct number, do those call too come up "unknown"?

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danno147 avatar image danno147 commented ·
Wait I lied, one more question... Is the screen print from the "dummy" user or regular user?
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