Admins andagents in custom roles with permissioncan set the phone number shown to recipients when Zendesk forwards a call as part of anIVRoroverflowworkflow. The phone number shown is referred to as the forwarding caller ID.

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Admins and agents in custom roles with permission can set the phone number shown to recipients when Zendesk forwards a call as part of an IVR or overflow workflow. The phone number shown is referred to as the forwarding caller ID.

In some countries, telecom rules restrict which caller ID can be shown on forwarded calls. If the caller ID isn’t permitted, the forwarded call might not complete. These restrictions are intended to reduce unwanted calls and caller ID spoofing, where callers falsify their number to disguise their identity.

This article explains how forwarding caller ID works and which option to select based on local regulations.

This article contains the following topics:

  • About local restrictions
  • Configuring forwarding caller ID

Related articles:

  • Managing phone line settings
  • Zendesk voice and text number regulatory requirements

About local restrictions

Some countries and carriers limit which caller IDs can be shown to call recipients on forwarded calls, to reduce caller ID spoofing.

Because a forwarded call is treated like a new outbound call, carriers might reject calls that display a caller ID the forwarding party doesn’t control, such as the original caller’s number or an anonymous caller ID. If the caller ID you select isn’t permitted, the forwarded call might not complete. For example, the destination number might not ring. The behavior can vary by country, carrier, and call scenario and could change over time.

Country restrictions

The following countries have known restrictions that can affect call forwarding based on the caller ID option you select. For a definition of the options, see Configuring forwarding caller ID.

If your destination country isn’t listed, start with the Caller’s number option.

Country What you might see Recommended option
Australia Forwarded calls might fail when the original caller is anonymous.

Use either the:

  • Talk number

  • Talk number for anonymous calls only
Austria Enforcement is tightening, and forwarded calls might fail depending on the caller ID shown. Talk number
Italy Enforcement is tightening, and forwarded calls might fail depending on the caller ID shown. Talk number
Spain Enforcement is tightening, and forwarded calls might fail depending on the caller ID shown. Talk number

Configuring forwarding caller ID

When Zendesk forwards a call to an external phone number, it places a new call to that destination. The caller ID shown to recipients on an IVR or overflow-forwarded call depends on the option you select in Forwarding caller ID. This setting doesn’t apply to calls forwarded to agents or transferred to external numbers.

To configure forwarding caller ID

  1. In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
  2. Click the Lines tab.
  3. Click the line you want to change settings for.
  4. Under Forwarding caller ID, select one of the following options:
    • Caller’s number: The forwarded call displays the original caller’s phone number. This is the default value.
    • Talk number: The forwarded call displays your Zendesk Talk number.
    • Talk number for anonymous calls only: The forwarded call displays the caller’s number when available, but uses your Talk number when the original caller ID is anonymous.
  5. Click Save changes.
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