Caller ID on outbound calls | Community
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Idea Submitted

Caller ID on outbound calls

Related products:Voice (Talk)
  • May 15, 2019
  • 30 replies
  • 0 views
Show first post

30 replies

A
  • Adam82
  • August 21, 2023

Still no update on this? Pretty important feature to have. 

C
  • Chaimiao
  • October 31, 2023

4 years passed and still no any update?

Brett13
  • Brett13
  • Community Manager
  • October 31, 2023
Hey Chaimiao, 
 
Thanks for commenting! Rohan actually updated his official comment above on August 23 of this year. I've copied his comment update here:
 

Update August 23, 2023

The ability to show a caller ID is as follows:

For Inbound:

  • IVR route to an external number will send the original caller ID.
  • Automatic overflow call to an external number will send the original caller ID.
  • Automatic call forwarding to agent phone line - the call will send the Zendesk phone number, not the original caller ID.
  • Agent initiated manual call transfer via call console - the call will show up as the Zendesk phone number being used to make the transfer.

For Outbound:

  • Talk number will be displayed to the end receiver in either the actual number or if masking is desired via 1-CNAM (in USA and if applied) or 2-external number (see here)
 
Apologies for the confusion!
Lara13
  • Lara13
  • February 14, 2024

@rohan11 @brett13

I see a lot of customers asking that not only the number display as caller ID for outbound calls but it display the name associated with their business. I don't see that covered in the scope of the official comment. Is this functionality available? When our line only displays as an 800 number (or for our local numbers, city, state) customers are less likely to pick up the line. 

    A
    • Anonymous
    • August 7, 2024

    We have an offshore call center that transfers calls to our T2 team that utilizes Zendesk Talk. We have multiple different lines that they transfer to. Why do callback requests display the Zendesk phone number from the line they were routed to even when we have “outbound calling” disabled from those lines? We don't want customers to be able to contact us on multiple different lines and create direct inbound volume. We have an external number added into Zendesk that is our customer facing number. Why can't outbound callback requests be dialed out from our external line?

     

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