Idea

vladimir avatar image
vladimir Posted ·

Call Forwarding Feature

Present behavior: If reception answers the call, and forwards it to agent, original number can not be captured from agent's side.

Feature Request: Third party to be able to capture original phone number of answered and forwarded call.
e.g. Reception answers call and forwards it to end receiver, original call number is passed along, so end receiver can capture it.
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igor-bebin avatar image
igor-bebin Posted ·
Hi Vladimir,

RingCentral provides the way to keep original Caller ID during transferring the call. All you need is perform Warm Transfer from Receptionist to the Agent in above scenario. In this case, Agent's Presence will display original Caller ID instead of Receptionist Name/Phone Number (as for Blind Transfer behavior).  
 
The difference between Warm and Blind Transfers described at  https://community.ringcentral.com/ringcentral/topics/what-is-the-difference-between-a-blind-and-warm...

Also in future Releases we're planning to provide Telephony Sessions notifications with detailed call data for all the participants of the call, so it might also help to resolve your scenario. Contact me or Dev Support if you're interested in Beta program for this project.

Thanks,
Igor
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vladimir avatar image
vladimir Posted ·
I was on chat with tech support and he told me that this is not possible if receptionist answered the call. So this is possible after all? I am sorry, i am not familiar with rincentral. I inherited this issue as part of sugarcrm integration plugin.
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vladimir avatar image
vladimir Posted ·
I got on chat with tech support once more, he tested it and said that this is not possible if call is answered and then forwarded
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How is the agent forwarding the call? Are they using the "transfer" button? If they are using a warm transfer, this should be possible as mentioned by Igor.

Also as mentioned, we have an upcoming Telephony Sessions notifications service that will provide this data. If you are interested in testing this service, please let us know.
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