Standardizing your outbound caller ID

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  • Jonas /

    is it possible to restrict specific outbound numbers to certain agents?


    For example we have one outbound number for Support and one for our ShoppingTeam.


    I want each team to have their own outbound number.



  • Caroline Kello

    Hey Jonas,

    This isn't possible at the moment but it's good feedback, thanks for sharing it. I think your safest bet here is to give each of the phone numbers a unique nickname to make sure that your agents are picking the right number to call from. 

    Thanks again, Caroline

  • Jonas /

    I think this is a very common problem.

    Can I somehow speed up the process of implementation?
    (e.g. letting other users vote)



  • Caroline Kello

    I don't think there's a Product feedback forum post around this topic, I'd suggest you post here so that other users can find you feedback and vote for it if they agree and product will also use this to gauge impact. 

    Thanks, Caroline

  • Erika H

    @Caroline My company just launched Talk in our contact center and it has mostly been a success.  We were disappointed to realize that the Callback feature doesn't synch with the enabled "outbound calling" number for the account.  Are there any plans to improve the customization options for Callback caller ID?  Specifically:

    We have 6 "zendesk phone numbers" to route calls to specific agent groups based on selecitons made by customers;

    We have a longstanding/trusted 1-800 number that we prefer to display as the caller ID when we call customers;

    We successfully added our external 800 number to our ZD Talk account for outbound calls and disabled "outbound calling" for all 6 of the ZenDesk numbers;

    When we tested the "callback" option with the 800 number in place for outbound calling, we discovered that the caller ID still displays the ZenDesk phone number of the queue the customer called, not the 800 number that we have configured.

    Thanks in advance for any information!

  • Caroline Kello

    Hey Erika,

    Thanks for the feedback. I can see where you're coming from, in your case where you only have 1 number available for outbound calls - all calls should be made from this number, regardless of how they made their way into your instance. 

    We've nothing on the immediate roadmap to handle this, but I understand your need. 

    Thanks again for reaching out and sharing. Cheers, Caroline


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