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)
NOTE: For numbers which forward to call center it is necessary to check rules of handling incoming calls.
Log in to your RingCentral Online Account
, select the extension that encounters the issue. For this example we will select Ext. 202.
Click Call Handling & Forwarding then, click Incoming Call Information.
Set the Incoming number displayed to me to Incoming Caller ID.
Click Save to apply your changes.