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epalombizio6132 avatar image
epalombizio6132 asked saadetswift16514 commented

RC Mobile App RingOut - Outbound Caller ID

  1. US
  2. None yet
  3. Using the RingCentral Mobile App, either on Android or IOS, I experience the following behavior when using the ringout function using Cellular Voice instead of VOIP
  • 3a. If I call an internal 4 digit extension, the recipient sees the correct caller ID of the caller, but when the call rings the recipient's mobile phone as part of twinning, the main company number shows up as the caller ID on the mobile phone instead of the original caller's ID.
  • 3b. If I call an internal extension using the full 10 digit number, the recipient's call twinning doesn't function properly. I just continually hear ringing and voicemail never picks up.
In 3a and 3b above, I've verified call handling options on the recipients extension are setup as expected.

    4. In example 3a, recipient should see correct caller ID on twinned phone call to his mobile phone. In example 3b, twinning/voicemail workflow should work properly.

    8. 50

Thanks
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epalombizio6132 avatar image
epalombizio6132 answered
Sure thing. I'm using the term "twinning" to replace call forwarding to an office and mobile phone.

To reiterate, the RingOut function works correctly when making the call over VOIP/data, but not when using the RingOut using Cellular option.

Thanks
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saadetswift16514 avatar image
saadetswift16514 answered
Hello EPalombizio,

I'm going to try to replicate this for you. However, it probably has something to do with how RingOut works. I'll let you know what I find out!
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epalombizio6132 avatar image
epalombizio6132 answered
Sounds good. If you need me for any further testing, feel free to reach out.
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saadetswift16514 avatar image
saadetswift16514 answered
Hello EPalombizio,

Thank you for being so patient. I talked with our engineers and discovered that the RingOut feature is working as designed. Basically, there is coding on the back end that grabs and defaults the main company number for RingOut only instead of following the Outbound Caller ID rules on the extension.

Regarding your 3b example, I was unable to replicate that issue. Is there anymore information you could provide?

Also, I have changed your question into a Feature Request so that you and other users can vote on the subject.


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epalombizio6132 avatar image
epalombizio6132 answered saadetswift16514 commented

Hi Saadet,

    Thanks for your response. While the situation described in 3a is rare, I would expect that call handling should show the caller's ID instead of the default company caller ID. To me, its a low priority and I can live with it.


Regarding 3b, I am able to replicate this on demand. If I use the dialpad on my RC mobile app, then dial the full 10 digit number of a fellow employee, the call rings indefinitely and the target party never receives a call. The target party has a ringback tone set and when I call as describe above, I hear a different ringtone instead of the target user's ringback tone. The call log in the RC site does show the correct target user receiving the call, but it appears to be a bug. Feel free to attempt to replicate this by calling me from your RC line to see if it only affects internal corporate users of RC, or all users of RC.

Best,

Elvis

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saadetswift16514 avatar image saadetswift16514 commented ·
Hello EPalombizio,

Regarding 3b, does this happen when dialing all users internally or just a specific user in your company?
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epalombizio6132 avatar image epalombizio6132 commented ·
Scratch what I said about the internal extension not ringing, it does in fact ring, but twinning and voicemail never pick up, and the Audio While Connecting option is not active for the inbound call.

Sorry for the confusion,
Elvis
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saadetswift16514 avatar image saadetswift16514 commented ·
Hello Elvis,

No worries! Would you mind sharing a screen shot of the settings for this specific user? You can always black out any unwanted information.
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epalombizio6132 avatar image epalombizio6132 commented ·

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saadetswift16514 avatar image saadetswift16514 commented ·
Thanks Elvis! Hmmmm...it would seem that things are set up correctly. I would suggest calling into Support and see if they can figure out what's going on. The number is 888-898-4591, Option 3. Or you can submit a web case and include a call example that is within 24 hours.

Create a case here:


Call Example should include the following information-

Called number: 
Calling number: 
Date: 
Time and Time Zone: 
What happened:
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saadetswift16514 avatar image
saadetswift16514 answered
Hello EPalombizio,

Could you clarify what you mean by "twinning"? Thanks!
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