How does Zendesk Talk handle inbound calls from callers with no caller ID?

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8 Comments

  • Stefan Gass
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    Hi Christopher,

    the problem with this solution is, that all calls from unknown numbers are linked to ONE user which is "Caller Unknown", although in most cases the requesters are not linked to each other.

    Also sometimes our agents try to merge this user with an existing user. This does not correspond to the current concept and creates a huge mess.

    From my point of view it would make more sense to create a NEW unknown user for every unknown call.

    Can you share your thoughts on that?

    Thanks,
    Stefan

    1
  • Michel
    Comment actions Permalink

    Hi Stefan, 

     

    The issue with the Caller Unknown feature is that this feature is set up on the callers carrier end. This is meant to hide their number when they call out and we do not get any data to assign to work with. In the end, no matter what the caller is, if they are blocking their outbound caller ID, what we are given in Zendesk it 0 Data. 

    Since we are processing this data as it comes, the program is not aware that these incoming calls can be coming from different users. This results in one created end-user profile in your Zendesk account and all incoming calls following this pattern are going to end up in the same user profile. 

    Merging those numbers into a different user is not going to work either since, if you have several customers using that feature on their end, only one of these users will have this number assigned as a direct line. All the other customers will with that number would have this number as a linked number which would mean that if one of those customers calls, the ID showing up would be the customer having this number as a direct line associated to their profile. 

    The best way to process these calls would be to change the the requester as soon as the call comes in to reflect the phone number they are calling from (you would need to ask them what their actual number is) or by the requesters email address: https://support.zendesk.com/hc/en-us/articles/203690926-Updating-ticket-requesters-and-organizations. 

    I hope this makes sense to you and if you have other questions you can always contact us at support@zendesk.com

    Cheers, 

     

     

    -1
  • Adam Steinberg
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    Unfortunately, we've experienced exactly what Michel describes. The first caller with an unknown number was edited to a specific customer. Subsequent callers with no caller ID get merged into the first caller's ticket history, who also gets copies of all emails to the subsequent callers, and now we have a situation where the customer is worried about data breaches. Surely there must be a better way to programmatically prevent this case? We cannot rely on all agents following procedure 100% of the time.

    1
  • Brett - Community Manager
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    Hey Adam,

    I'm afraid there's no other alternative at this time other than changing the requester of the ticket as soon as the ticket is created for that call.

    I totally understand your concerns regarding customers getting access to information they shouldn't have available to them which is why we've provided the above steps to help avoid this issue.

    I encourage you to create a product feedback post in our Talk Product Feedback forum to help provide visibility to our Product Managers as well as other users running into the same issue.

    Let me know if you have any other questions!

    0
  • Mari-Liis
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    What would be the best practice for blocking these callers? We receive plenty of spam calls from an unknown number and I would like to "mark the ticket as spam" with a hope that it will block this user and we won't receive these calls anymore. 

    Any recommendations? 

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  • Brett - Community Manager
    Comment actions Permalink

    Hi Mari-Liis,

    Have you had a chance to look into the new Call Blocking feature available in Talk?

    This will allow for you to block calls by adding the spam number to the Blocked Numbers list.

    More information can be found in the link I attached.

    Hope this helps!

    0
  • Mari-Liis
    Comment actions Permalink

    Hi Brett, 

     

    Yes, we're using this practice already (call blocking) but I don't know how to apply it when the number is "unknown" (not available). 

     

    Thanks,

    Mari-Liis 

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Mari,

    If you're viewing the unknown caller's profile, does the phone number under that profile show something similar to +00 ?

    If so, you could add that to your blocked number list to see if that helps.

    Let me know!

    0

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