Incoming Caller ID with Call Queue

[SanDiegoM]

We answer incoming calls for two separate companies.  When calling in, you know how to great the client based on the incoming caller ID (the name of our company pops up along with the client information).  We have a call queue group set up for when our receptionist is out to lunch or on vacation.  However, our company name doesn't pop up on the phone display when it rings through.  The name of the call queue group pops up instead.  How do we change it so we know how to greet the incoming caller? 

[FORE-Craig]

Do you have two Auto Receptionists (one for each company/telephone number)?

[SanDiegoM]

Yes, we have two Auto Receptionists.

[FORE-Craig]

When the calls come in, does the message display "Forward by Auto-Receptionist Name"?

[SanDiegoM]

When the call comes in, the message display says "City, State calling for Call Queue Group Name".

[FORE-Craig]

Okay, thank you! You have ONE Call Queue that both Auto Receptionists funnel into? 

[SanDiegoM]

Correct.

[FORE-Craig]

Have a look at the Set caller ID viewing preferences for redirected calls option on the Zoom Web Portal under Account Management > Account Settings > Zoom Phone (all the way at the bottom of the page) - See attachment.

We have it turned on, and the calls coming in show the name if our Auto Receptionist, which for you would show the name of the Company being called, I assume.

[SanDiegoM]

I tried that and it still shows the name of the Call Queue group.  Thank you for the suggestion though!

[FORE-Craig]

You're welcome! Are you using the Zoom Desktop of Mobile app? Are you sure that you saved it? I just toggled ours off and on, and it did definitely change what was displayed, when I called in to test it.

[SanDiegoM]

I am using Zoom Desktop.  Yes, I saved it.  Tried it again (turned it off, saved it, turned it back on, saved it).  Same result.

[FORE-Craig]

Hmmm... strange. You may want to log an issue with Zoom Support. Logically it should work if the Auto Receptionists as named appropriately. Sorry!

[sarahmsmith01]

We are having the same issue.  When I transfer a call to a group they need to see the customer info, not the call que.  I just submitted a ticket, lets see how this goes!

[SanDiegoM]

Keep us posted!