Idea

Chris Barr suggested Jul 7, '15 lisa-entzminger commented Feb 6, '20

Caller ID: provide more advance or customized Inbound Caller ID options.

We have a help desk team that answers calls from several different call queue groups for different lines of business. If an inbound caller connects to one of the call queue groups from the auto receptionist (e.g. pressing 1 for sales or 3 for Accucode Nexus) the call picks up the operator call queue group ID and so the help desk team doesn't know if they are answering a sales call or a Nexus call. In our old phone system the call queue group members would see the name of the dialed call queue displayed on their phone, indicating which script they should answer the phone with.

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danno147 commented Jul 7, '15

I think there is already a feature request for this with the engineering team. Very popular request from many users. In the meantime you can use the existing features under Incoming call information tab.

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Chris Barr commented · Jul 07, 2015 at 02:53 PM

Can you give more detail, we are using desktop Polycom IP 450, not soft phones, is that where the "Incoming call information tab" is located?

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robbenn-frenette138 commented Jul 7, '15

Chris, when I get a call from the call queue, it says the name of the group then I have to press one to accept the call

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Chris Barr commented · Jul 07, 2015 at 02:54 PM

Rob, this is the case if the DID of the group is dialed. If the call queue is dialed from the auto receptionist the name is not displayed, instead the group assigned to operator is displayed.

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danno147 commented Jul 7, '15

The incoming call information tab is found under Call Handling.
If you want the number the customer called to appear in the agent's phone display, you would do this...

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Chris Barr commented · Jul 07, 2015 at 02:52 PM

Danno, thank you but I don't have this option

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danno147 commented · Jul 07, 2015 at 02:54 PM

What version of RC do you have?

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Chris Barr commented · Jul 07, 2015 at 02:56 PM

I am using the web interface

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danno147 commented · Jul 07, 2015 at 02:58 PM

I meant what subscription you are paying for? e.g., office? standard? professional? enterprise? Office at hand?

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Chris Barr commented · Jul 07, 2015 at 03:07 PM

RingCentral Office Standard 20 line

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danno147 commented Jul 7, '15

If you want it name of the group to be announced in the call set up, then you would do this...

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Chris Barr commented · Jul 07, 2015 at 02:55 PM

This is not what I am asking for. I want the call queue members answering the call to know what group the caller is trying to reach, even when the call is transferred from the auto receptionist.

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danno147 commented · Jul 07, 2015 at 02:56 PM

This setting is under the individual user's programming.

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danno147 commented Jul 7, '15

Check out this link....

https://success.ringcentral.com/articles/RC_Knowledge_Article/5-10-Editing-an-Extension-s-Call-Inform...

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mike commented · Jul 08, 2015 at 04:00 PM

HI Chris, unfortunately it won't actually display the department name, only the number dialed. I can understand your need for this though. Feel free to submit a new feature request her on the Community if you wish.
How do I submit a request for a new Idea or Feature?

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Chris Barr commented · Jul 07, 2015 at 03:07 PM

This is not helpful, it pertains to USERS. I need to set this for GROUPS.

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mike commented · Jul 07, 2015 at 08:23 PM

Hi Chris, even though you are referring to Groups, this setting is done under Users and Danno explained. The settings will apply to the queue. However be aware that the settings will be the same for queue calls as well as direct calls.

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Chris Barr commented · Jul 07, 2015 at 09:36 PM

I experimented with this unsuccessfully. We have a Call queue group, "Accucode Sales", programmed as extension 1 of the Auto receptionist. For one of the help desk people I changed "Incoming number displayed to me" from "Incoming Caller ID" to "Called Number". When I dialed the main number for the auto receptionist (from my cell phone), I hit 1 which transfers to the "Accucode Sales" Call queue group.

On the phone for the user I adjusted the setting I saw my cell phone number displayed. This is not what I want, I want the user to see "Accucode Sales" the name of the call group I am calling into. The other call queue group members displayed the main number rather than my cell phone number which is also a fail.

I am now even more confused because the ID did not say "FRONT DESK" (the call group programmed for operator) as it did yesterday.

Am I missing something?

If it is truely possible for me to call the auto receptionist, hit 1 for sales, and have the call queue group members see "Accucode Sales" displayed on their phones provide me step by step instructions.

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Chris Barr commented · Jul 10, 2015 at 04:38 PM

Mike, your link instructs me to do exactly what I have already done, post an Idea to the forums. The only difference is I did not first check to see if the idea was already posted.

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Show more comments

danno147 commented Jul 9, '15

Did you try the suggestion that Rob Frenette had? That's what most people are using - until RC provides the Call Queue Group Name in the Display as you suggested.

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Chris Barr commented Jul 10, '15

Rob did not actually provide a suggestion, he just advised he was not seeing the same behavior, did you see my reply to him?

"Rob, this is the case if the DID of the group is dialed. If the call queue is dialed from the auto receptionist the name is not displayed, instead the group assigned to operator is displayed. "

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kim commented Jul 14, '15

Chris,

I forgot to tell you that you can have the queue's tell the User what queue is calling. This will speak the name of the call queue to the user before the call is connected.

If the call is routed from main number (auto-receptionist) it will work the same...it will speak the name of the call queue to the user before the call is connected.

Image 1: Under Users > Call Handling & Forwarding > Incoming Call Information

I did clarify with Tier 2 and we did test this ... that it will show up the name of the queue on the Softphone [make sure the users have the newest version of the softphone, make sure they login with their Digital Line and no extension number ...(not main number + ext)].
[Image 2: note that the call queue name was "test".]

Remember: for U.S. accounts the softphone is free for users that already have a Digital Line (number + physical phone), so this will not cost extra.

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Chris Barr commented Jul 15, '15

Thank you for the work around Kim. The Help Desk staff doesn't currently use the soft phones, they use Polycom IP 450s. This setting is already as you described for the users and is not providing the behavior we desire on the desktop phones. I will investigate the possibility of using soft phones as a work around.

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michael-arndt1083 commented Jul 15, '15

This reply was created from a merged topic originally titled How can I tell the difference between a call queue call and someone calling my di.... I receive incoming calls from a call queue and calls directly from my extension. Is there a way to distinguish the two types of calls?

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Idea

Caller ID: provide more advance or customized Inbound Caller ID options.

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