Idea

aaron12 suggested Aug 4, '14 jamie-singleton commented Jul 16, '19

Call Queue name on screen - show called extension

I have multiple call groups, and they go to some overlapping people. I would like the phone to show which extension was dialed to the call recipient when the call comes in from a call group, so they know how they were reached.

I know this can be done for extensions, under Call Handling > Incoming Call information but I do not see a way to do this for this for a call queue.

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Chuck Fuscone commented Aug 4, '14

It is in the same location. there is an option for call Queues and one for no call queue calls

Look at all the options in that section.

Chuck
Certified Ring Central Installer
ckfuscone@yahoo.com

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aaron12 commented Aug 4, '14

The only thing I see that resembles that is to enable the "Play announcement before connecting" for call queues. And then I would need to do this for every member of the call group.

I was looking for a way to set it on the call queue itself, to add its own extension to incoming caller ID. Is there no way to do that?

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aaron12 commented · Aug 04, 2014 at 08:46 PM

This does not seem to be working to my soft-phone. Any reason it should not work on a smart/soft phone?

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leafvee3835 commented · Oct 19, 2016 at 04:12 PM

Did you ever figure this out?

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luke2909 commented · Feb 04, 2017 at 08:40 PM

This issue is likely due to a setting in the Incoming Call Information. If you look at your user settings and go to "Call Handling & Forwarding" and click "Incoming Call Information" near the bottom, you can select which calls that come to you through a queue get announced. By default it only plays announcements if it connects to a non-RingCentral phone only, meaning your cell phone number or other number not in RingCentral's network, it will not announce if you answer the call on the RingCentral smartphone app because you are using your RingCentral number. If you select "Always" then any time you get a call from a queue you will get an announcement even if you answer from your smartphone app.

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Chuck Fuscone commented · Aug 04, 2014 at 08:26 PM

There is no way to do it on the queue it self. You would have to make this change on each individual extension.

Not what you want to hear but will solve your issue

Thanks

Chuck

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scot-desort4331 commented · Feb 04, 2017 at 11:53 PM

We are not referring to the announcement. THe announcement only works AFTER you pick up the phone. We are referring to a VISUAL queue name display on the phone display BEFORE you pick up the receiver.

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michael-gile895 commented Sep 29, '14

it would be nice to see BOTH the inbound callgroup AND the callerid. My avaya system and 3cx both did this GROUPNAME:CALLERID or something similar.

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Scot Desort commented Sep 30, '14

I came across the same issue when evaluating RC. There is no way to do it at this time. There is also a bug where that setting to PLAY ANNOUNCMENT is not honored when the call is answered from the softphone or mobile client. I think a defect was opened for it. Also, any prepending/appending of digits to the caller ID is also not honored on calls sent to mobile client. Frustrating... Aaron - this was my biggest issue with deciding to get RC. I need to know what number the user dialed BEFORE i pickup the phone. It won't do this for queue calls.

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Chuck Fuscone commented Oct 1, '14

Scott, RC has this feature Check Inbound Caller ID info under call handling for your extension.

The options are there

Let us know

Thanks

Chuck

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Scot Desort commented Oct 1, '14

It doesn't work for Call queues, Chuck.

I need the prefix/tag to be applied to LINES, not EXTENSIONS. So if someone dials 555-3400 (my sales line), or 800-555-3400 (my toll free sales line), as that call transfers through my office, I see on my phone (IP phone, softphone, mobile client), some sort of "tag" before the CALLER CALLERID (for example 3400: or SALES:)

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michael-gile895 commented Oct 1, '14

Yes, we all want BOTH the tag AND the callerid. RC will only give you either/or.

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Scot Desort commented Oct 1, '14

Exactly Mike. If the incoming CallerID is 201-555-0987, and that person called my sales line as described above, I would like either:

3400:201-555-0987

or

SALES:201-555-0987

to appear on the screen

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Chad White commented Dec 3, '14

The described feature is also available through Jive.com, providing a visual cue instead of having to physically answer the phone to see what Group the call was intended for.

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jorge-rojas3912 commented Dec 5, '14

I have the same issue, Note that the old Softphone had that feature. It displayed the extension or group that it was dialed by the caller, the new application do not do it, neither do the phones themselves or the mobile app. I am still using it for that reason, but then the SMS is not available on that version.

I called support today and I was told to put a feature request.

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jim-donnell commented · Apr 03, 2015 at 10:13 PM

This has been a HUGE frustration to me that they removed the feature. I USED to be able to add the selected extension to the called number so if a customer pressed 1 for sale or 2 for technical support the called number came in as 888-xxx-xx931 or 932. This allowed me to set different ring tones on my phone so I and the others in my group would know if it was a sales or support call. RC removed that feature and the solution and added the ability to show the calling number with an extension which is USELESS. I've complained about this with them for 2 years. Glad to see that other people are with me seeing the problem. The other issue is YES - we used to be able to see what extension was called on the soft phone, but again, they removed that VERY USEFUL feature. Frankly, I'm very fed up with RC and at my earliest opportunity will start looking for another company to provide our service.

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Call Queue name on screen - show called extension

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