10/15/18 18:04 PM  

Incoming Caller ID issue with inContact for Calls Forwarded from RingCentral

« Go Back

Article

 
SummaryHow to resolve Caller ID issue with inContact?
Details

When using inContact, you may encounter issues such as not being able to see the customer's Caller ID during the call which prevents you to callback your customers. This issue occurs when the display of incoming number was set to Called Number on your RingCentral Online Account.  Follow the steps below to resolve this issue.

The caller ID appears as the called number in inContact when using +11 forwarding.

Calls in inContact show up with ANI=DNIS (To = From)
User-added image

NOTE: For numbers which forward to call center it is necessary to check rules of handling incoming calls.
 

Step 1:

Log in to your RingCentral Online Account.
 

Step 2:

Under Usersselect the extension that encounters the issue.  For this example we will select Ext. 202.

User-added image
 

Step 3:

Click Call Handling & Forwarding then, click Incoming Call Information.

User-added image

Step 4:

Set the Incoming number displayed to me to Incoming Caller ID.

User-added image

Step 5:

Click Save to apply your changes. 

Ranking
Was this information helpful?
Yes
No
Somewhat

Tell us why and what can we do to improve this information