Objective
To explain expected Caller ID behavior for forwarded or overflowed Ring Group calls and provide guidance on Ring Group Caller ID configuration.
Applies To
8x8 Ring Groups
Ring Group Call Forwarding
Ring Group Overflow Routing
8x8 Work App
Poly VVX Series Phones
Caller ID Presentation
Procedure
Understanding Ring Group Caller ID Behavior
Ring Group Caller ID settings apply when a call initially reaches a Ring Group. Available Ring Group Caller ID display options may include:
Caller’s name and number
Ring Group name and caller’s number
Ring Group name only
Other caller ID presentation combinations
Behavior During Ring Group Forwarding or Overflow
When a call is forwarded or overflowed from one Ring Group to another:
the original Ring Group Caller ID information is not guaranteed to persist,
and the receiving device may instead display:
the original caller information,
the forwarded number,
or the destination Ring Group details.
This is considered expected system behavior.
Example Scenario
Initial Ring Group:
Ring Group “010 RG one”
Destination Ring Group:
Ring Group “009 RG two”
Configured Caller ID Setting:
“Ring Group name and caller’s number”
Observed Result:
receiving users only saw:
caller information,
or forwarded number,
while the original Ring Group name (“010 RG one”) was not displayed after forwarding occurred.
Device Behavior
This behavior is not considered device-specific and may occur across:
8x8 Work App
Poly VVX phones
other supported endpoint devices
The behavior is related to Ring Group forwarding/overflow logic rather than endpoint limitations.
Additional Information
Ring Group Caller ID formatting applies primarily to the Ring Group currently handling the call.
Once a call is forwarded or overflowed to another Ring Group, the original Ring Group identity may no longer be preserved in the displayed Caller ID information.
If a specific identifier is required on forwarded calls, configure the Caller ID presentation settings on the destination/receiving Ring Group rather than relying on the originating Ring Group settings.
This behavior does not indicate a backend fault or misconfiguration.