10/19/18 20:07 PM  

Users - Configure Incoming Call Information - Admin | RingCentral

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SummaryAccount Administrators can configure a User's Incoming Call Information through the RingCentral Online account. Incoming Call Information is a setting that determines how information is sent to you when you receive your incoming calls. You can also enable the option to hear a recorded prompt that announces the name of the extension the caller dialed.
Details


Configure a User's Incoming Call Information

Account Administrators can log in to the RingCentral Online Account in order to configure a User's Incoming Call Information.


1. Go to Users > Users list > Users With Extensions. Click the User whose settings need to be configured.

Users with Extensions - Select User


2. Go to Call Handling & Forwarding > Settings. Click Edit below Incoming Call Information.

Incoming Call Information - Edit


You can configure Incoming Call Infomation using 2 tabs.

Display Number
Play Announcement


Configure Display Number Settings

When you receive a forwarded call from your RingCentral account, you can choose what appears on your phone.


IMPORTANT: Click Save when done configuring the settings.


You can set the Incoming Number Displayed to Me setting to any of the 2 options:

Incoming Caller ID
Called Number


Incoming Caller ID

This option displays the phone number of the person calling. You can add numbers before (pre-pended) or after (post-pended) the incoming number to help you identify the call. This setting is useful if you are using a non-RingCentral phone as a forwarding number, so you would know how to identify a RingCentral call. 


NOTE: Some carriers do not support the ability to send caller ID with pre-pended, or post-pended digits. Please test that this functionality is supported by the appropriate carrier device the call will be sent to.


The following are Incoming Caller ID options:

• If number is blocked or unknown, display my main RingCentral number as the Caller ID instead
• Add Special Number
• Display This Call Information on Non-RingCentral phones only or All phones

Incoming Caller ID


•  If number is blocked or unknown, display my main RingCentral number as the Caller ID instead

Check this option to display your main RingCentral number as the Caller ID. This helps you identify blocked or unknown numbers.


•  Add Special Number

It may be tricky to identify if the call you are getting was forwarded from RingCentral or if someone dialed your non-RingCentral number directly. Enabling this will to help you identify that the call you are getting was forwarded from RingCentral. You can Add Number to the beginning or Add Number to the end for identification. Select either of the options and enter the number on the field provided. 

NOTE:  Some carriers do not support the ability to send caller ID with pre-pended, or post-pended digits. Please test that this functionality is supported by the appropriate carrier device the call will be sent to.

 

• Display This Call Information on Non-RingCentral phones only or All phones

Select Non-RingCentral phones only to display altered Caller ID on calls forwarded to your non-RingCentral phones while still showing normal Caller ID on RingCentral phones/IP phones. Select All phones to have the above Caller ID settings apply to any phone you receive calls at.


Go to the next section to configure the Play Announcement Settings.



Called Number

Called Number displays the phone number the person dialed. If you use your business phone for personal use as well, it allows you to identify business calls and answer them appropriately.

Click Save.

Go to the next section to configure the Play Announcement Settings.


Configure Play Announcement Settings


IMPORTANT: Click Save when done configuring the settings.


The following settings are available when you prefer the announcement to play before connecting.

Direct Calls
Call Queue Calls
Include mailbox name in announcement
Require my pin to answer

Play Announcement


NOTE: By default, RingCentral plays an announcement wherein you need to press 1 to accept a forwarded call from RingCentral to a non-RingCentral forwarding number.

 


Direct Calls

This setting allows you to hear an announcement when your extension or phone is called directly. This is helpful for identifying how you should answer the phone, especially if you use the phone for both business and personal use. You can select the following options under this setting:

9.3 callhandlingforwarding-incomingcallinfo-playannouncement 1


• For non-RingCentral phones only - Select this option to play the announcement when forwarding a call to your home or mobile phone, but not when forwarding to a RingCentral desk phone. You will not be prompted to press 1 to accept calls on your RingCentral Phone for Mobile, RingCentral Phone, and RingCentral IP Phones.

• Always - Select this option to apply your incoming number display settings to all of your phones. You will be prompted to press 1 to accept calls on your non-RingCentral phones and RingCentral IP Phones. You will not be prompted to press 1 to accept calls on your RingCentral Phone for Mobile and RingCentral Phone.

• Never - Select this option to never play the announcement. You will not be prompted to press 1 to accept calls on any phones. RingCentral, however, will not be able to tell when your mobile or home voicemail picks up and business calls may receive your personal voicemail. Selecting For non-RingCentral phones only option is recommended.


The prompt or announcement will give you the following options: 

• Press 1 to accept the call
• Press 2 to send caller to voicemail
• Press 3 to disconnect the call
• Press 6 to forward the call to another extension
• Press 7 to forward the call to another phone number
• Press 8 to hear the caller's name again (only applicable when Call Screening enabled in the User's extension)
• Press # to repeat the menu


NOTE: If you do not press an option, the caller will be sent to your voicemail. If you chose to forward the call to an answering service, it is important to have the Play announcement before connecting set to Never

 


Call Queue Calls

This setting applies if you are a member of a call queue. This is helpful for identifying how you should answer the phone, especially if you are a member of multiple call queues. You can select the following options under this setting:

9.3 callhandlingforwarding-incomingcallinfo-playannouncement 2


• For non-RingCentral phones only - Select this option to play the announcement when forwarding a call to your home or mobile phone, but not when forwarding to a RingCentral desk phone. You will not be prompted to press 1 to accept department (Call Queue) calls on your RingCentral IP Phone, RingCentral Phone and RingCentral Phone for Mobile. You will still be prompted to press 1 to accept department (Call Queue) calls on you non-RingCentral phones.

• Always - Select this option to apply your incoming number display settings to all of your phones. You will be prompted to press 1 to accept department (Call Queue) calls on your RingCentral IP Phone, and non-RingCentral phones. You will not be prompted to press 1 to accept department (Call Queue) calls on your RingCentral Phone and RingCentral Phone for Mobile.


Include mailbox name in announcement

if you’d like the mailbox name to be included in the announcement. If this option is unchecked and you get a department (Call Queue) call, the prompt will say "Queue Call, to accept this call, press 1". If you are supposed to accept calls from the Sales and Technical Departments for example, checking this option will let you know if the call you are getting is for Sales or Technical Department. 


Require my pin to answer

This option requires the RingCentral PIN be entered before accepting a call. This is very helpful if you do not want other people to accept your calls, such as when you have a home office and do not want your children to answer business calls.

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