New in Zendesk Talk: Outbound Caller ID Follow

Comments

11 comments

  • Avatar
    Christopher Elliott

    Phone number validation does not work for phone systems with an IVR that has number options.

    Is there another way to validate a number as the automated system calling cannot process IVR options.

  • Avatar
    Sebastiaan Wijchers

    Two questions:

    1. Will this also work for numbers that are only accessible from a certain country? Let's say Dutch 0800 and 0900 numbers, that can't be dialed outside the Netherlands? (I'll find out soon ;))
    2. Is blocking the caller ID on the roadmap? As it's explicitly mentioned as not being part of this feature.

    We also need it to work with an IVR as Christopher mentioned. Some of our numbers make use of Zendesk's or an external IVR.

  • Avatar
    Caroline Kello (Edited )

    Christopher,

    What could work is entering the IVR option in the "Ext" field when entering an external number that should be verified. Due to the timing of greetings and sending IVR keypresses, this could be a bit tricky to get right but it's an option. 

    Only other option I can think of is that you disable the IVR for the number you want to verify, and then enable it again once done. Not the greatest workaround perhaps but it is one. 

     

    Sebastiaan,

    I don't know the answer to that one so looking forward to what you'll find! Please keep me posted :) As in regard to your 2nd point; blocking caller ID hasn't made it on to the roadmap yet. I'd love to hear more about why blocking, instead of using a different, caller ID would be useful to you and your business.

    As regards to the IVR, see my reply above. Unfortunately Twilio (whose capabilities we're using for this feature) doesn't explicitly allow for passing through the IVR options when calling the number to be verified so unfortunately we're a little bit limited here.

     

    Hope this helps!

    Caroline

  • Avatar
    John G

    When will the function of adding our company name to the outbound caller ID be available, and what level plan will that be a feature?

  • Avatar
    Caroline Kello

    That functionality isn't available with Twilio yet, our telephony partner, and as such we unfortunately won't be able to build it natively. 

  • Avatar
    Jason Brethorst

    Two questions -

    1 - What if our phone number is currently at Twilio?  Are you able to use that number? 

    2 - If all we want is outbound caller ID to show up are you saying we now have to pay extra for this feature just to have our actual real phone number show up to our customers when we use voice?  If that's true that's pretty bad, seems like something that should just be standard with voice, not an add on, you're basically forcing companies to change their phone number to twillio number that you guys own. 


    Do I understand that correct or am I missing something? 

    Thanks
    Jason 

     

  • Avatar
    Caroline Kello

    Hey Jason,

    1. You can add any phone number you like as your external number no matter the carrier. As long as you can verify it, it can be added. 

    2. Outbound Caller ID is a feature of Talk Professional and Enterprise. If you want to use a number you already own in Talk you can port that number in instead, that could be an option for you. You can read up on the porting  process here

    Thanks, Caroline

  • Avatar
    Christopher Elliott

    Good afternoon Caroline,

    So we did try placing the IVR options as the extension, however that did not work as the automated system isn't recognizing button presses before the announce menu options.

    I think for us we'll just have to wait for another authentication method to arise to validate business owned numbers that have IVR systems attached to them to be able to use this feature.

    Please put in a word to the DevTeam for this if possible.

    Thank you!
    Christopher Elliott

  • Avatar
    Caroline Kello

    Hey Christopher,

    It was never guaranteed to work due to the timing of greetings and sending IVR keypresses, as I wrote above, but I'm sorry that this workaround didn't solve it for you.

    I'll add this enhancement to the backlog, I'm sure there's more use cases like yours. 

    Thanks, Caroline

  • Avatar
    Sebastiaan Wijchers

    Hello Caroline,

    I just noticed I forgot to answer your question about blocking the caller ID. The reason is that we don't want the customer to return the call on those outbound activities.

    In example when doing telemarkting or retention activity, you want to give the customer a call by specialized agents. So when we cannot reach the customer, we want to do another attempt at another time. But we don't want the customer to return the call (maybe we only have agents specialized in service working at that timeframe).

    I think I've never been called by telemarketeer or other sales opportunities with caller ID enabled ;) So I guess it's not just our desire.

    Anyway, Zendesk Talk is good for inbound traffic. I think there's some progress to be made to let it work for outbound, but (optionally) blocking caller ID would be a good first step.

    With kind regards,

    Sebastiaan

  • Avatar
    Caroline Kello

    Hey Sebastiaan,

    If you added a number that's configured so that when it's called back it'll play a greeting telling the customer that you're not accepting inbound calls and have no option to leave voicemail (I think you could even add it as an IVR menu with no options). And then use this as the outbound caller ID for your marketing calls. You could even disable your other numbers for outbound calls so that this specific caller ID number is the only one showing up in the call console for the agents to chose from. Or just give a stand out nickname so that it's easy to spot. Would this suggestion work in your case?

    Thanks for the added context :) Caroline

Please sign in to leave a comment.

Powered by Zendesk