Idea

Hello!

 I'm posting this on the advice of our CSM and Account Manager. It has been stated many times on this forum that there is an important feature that is missing from RingCentral Desktop; the ability to see the initial caller ID/info after the completion of a warm transfer.

As you can see from the following link, it has been requested many times, going back over a four year span: >LINK<

Presently, during a warm transfer, the calling agent's caller ID is what is displayed to the receiving agent. However upon completion of the warm transfer, the calling agent's information remains.

Upon initially reaching out to customer support about this issue, we were advised to take the following steps to ensure the receiving agent gets the initial caller's ID:

1. Place the caller on hold
   
2. Call the receiving agent and relay any relevant information
   
3. Hang up with the receiving agent
   
4. Pick back up with the initial caller
5. Place the caller back on hold
6. Do a blind transfer to the receiving agent

I find it ridiculous to have to require so many steps in order to provide the caller ID to the receiving agent. These steps negate the need for the already built-in warm transfer option.

The ability to warm transfer and then have the caller ID change to the transferred caller should have been something built into the warm transfer feature from day one.