Idea

lily-morris6986 suggested Sep 22, '16 jeremy-kordek commented Jun 18, '20

Show Original Callers Number in Caller ID when Transferring calls

We have agents requesting the ability to see the original caller's number instead of the person's number who is transferring the call. We would love to see this feature in the next firmware update.

topic-default

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Chuck Fuscone commented Sep 22, '16

Lilly,

Check out Article Number : 4127 in the customer support. It gives options based on the IP phone you have.

I do believe that hitting ## to put a person on hold and then the extension to transfer to will send the original Caller ID information along to the person. Test it out...

That should work on the Cisco phones or the Polycom

Thanks

Chuck

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

andrew2014 commented Sep 22, '16

Blind transfer will do this for you as opposed to a warm transfer.

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

lily-morris6986 commented Sep 22, '16

Thank you both! Our company does not use Blind Transfer often as we need to provide the purpose of the call to the associate we are transferring to. We would like to be able to see the original callers number when completing a warn transfer as well. We could verbally provide the phone number from the original caller when we do the warm transfer but the more information we have to verbally provide the longer our customer is on hold.

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

teresa-habeck5373 commented · Aug 08, 2017 at 10:40 PM

We have the same issue. If the call drops for any reason the recipient has to hunt down the person who forwarded the call to get the number. Super unproductive. Maybe a better solution is to tag on the forwarding extension to the number as done the direct incoming calls? Voting for this as well.

1 ·

andrew2014 commented Sep 22, '16

I see. I hear you on that. I'm going to vote for this.

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Chuck Fuscone commented Sep 22, '16

Try hitting ## that will put the person on hold, then dial the extension of the party you are transferring the call to, into the call and when you hang up the original caller IS should be sent to that person.

Test and report back

thanks

Chuck

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

nathan-malone1532 commented Oct 19, '16

I have a customer also requesting the ability to transfer the original caller ID through on a warm transfer. He is aware of the blind transfer option but needs to do a warm transfer of his customers. The customers CRM tracking is being affected. The CRM is tracking all the warm transfer calls as the receptionist phone rather than the original caller which is causing issues with ticket creation and customer experience.

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

ryan-emslie2856 commented Oct 29, '16

This would be a HUGE addition. It seems small but people in the heat of the moment see a user they know and don't answer accordingly when in actuality it's a client. While the consultative transfer is nice, it seems a little archaic to be forced to do this every time so the person knows. In actuality, nobody would ever need to know it's a user transferring someone if they have an outside caller, this information if you think about it in general terms is completely useless. I think RC should work hard to get this feature down, it's odd because it's such a fundamental issue, yet the system can do SO MUCH. It would be nice to get the fundamentals down 1st, and get the bells and whistles later.

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

riversbend commented Feb 22, '17

Still waiting on resolution to this issue...

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

carolyn-melphy2989 commented Jun 1, '17

I have an OAH client that definitely has a concern about not seeing the original Caller ID. Their old PBX System was able to provide.

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

ryan-emslie2856 commented Jun 1, '17

It would be nice, considering we are in the cloud dealing w/ this issue you would think that something as simple as this could be done and made a priority. One thing about RC that bugs me is you can do a TON w/ features, but something as basic as this has yet to be addressed. This is a major issue for us, mostly because we are paying 3x more when our old PBX could do this. There must be a way to focus on this fundamental issue, while all the features and customization is nice, the irony is that even the most simple of foundations in the phone world have yet to be addressed. Would think this would be high on the priority list.