08/27/18 23:25 PM  

Configure Incoming Call Information | RingCentral

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SummaryThis article provides information on how to configure incoming call information. Incoming Call Information is a setting that determines how information is sent to you when you receive your incoming calls. You can choose settings in this section, so when you receive a call, either at your office or forwarded to another of your phones, you will hear a recorded prompt that announces the name of the extension the caller dialed.
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Configure Incoming Call Information

 
NOTE:  This article assumes that you are already logged in into your online account. If not, see Logging in to your RingCentral Online Account to know how.

 

1. Go to Settings > Call Handling and Forwarding.

9.3 user-settings-callhandlingforwarding

 

2. Click Settings, and then click Edit under Incoming Call Information.

9.3 user-settings-callhandlingforwarding-incomingcallinfo

A pop-up window will then appear.

 

3. On Display Number, you can select Incoming Caller ID or Called Number under Incoming Number Displayed to Me. 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. 

9.3 callhandlingforwarding-incomingcallinfo-displaynumber 1

• Incoming Caller ID - Displays the phone number of the person calling. 
• 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.
 
If you select Incoming Caller ID, you can do the following customizations:

9.3 callhandlingforwarding-incomingcallinfo-incoming caller id

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

ii. Enable 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 field provided. 

9.3 callhandlingforwarding-incomingcallinfo-incoming caller id 1
 
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.

iii. Select 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.

 

4. On Play Announcement, you have the following settings on how you want the announcement to play before connecting.

9.3 callhandlingforwarding-incomingcallinfo-playannouncement

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.
 
i. 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 Mobile App, RingCentral for Desktop, 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 Mobile App and RingCentral for Desktop.
• 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 the you chose to forward the call to an answering service, it is important to have the Play announcement before connecting set to Never
 
ii. 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 for Desktop and RingCentral Mobile App. 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 for Desktop and RingCentral Mobile App.
 
iii. Check 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. 

iv. Check 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.

 

5. Click User-added image.
 
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