Engage Voice
Enabling replacement of Caller ID upon call transfer

Table of contents

When an agent transfers a call, the system will allow you to replace the original Caller ID with a custom Caller ID that will display once the call has transferred. You can do this in one of two ways — either via call controls inserted into a script, or by configuring the Transfer Override Caller ID setting. We’ll go over each option below.

Replacing Caller IDs via agent scripts

The Scripting section of the platform allows you to insert call controls into your scripts via the Button element and the API-based JavaScript tool (and anywhere else in your script you have the option to insert custom JavaScript). 

When configuring call controls for either the Button element or the JavaScript tool, you’ll have the option to configure Warm and Cold Transfer call control settings. These allow you to replace the original Caller ID with a custom Caller ID that will display once a call is warm- or cold-transferred to its new destination.

Overriding Caller IDs upon transfer

The Transfer Override Caller ID setting allows you to override a call’s active Caller ID when transferring a call. You can find this setting under the outbound Dialer Settings section in the campaign’s General page, as well as under the inbound Queue Settings section in the queue’s General page. 

The Transfer Override Caller ID setting allows you to replace the existing Caller ID with a custom Caller ID only if an agent transfers a lead or customer from the current campaign or queue to a different one, or to any (PSTN) phone number (this number can be internal or external, and the transfer can be performed manually or via disposition).
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