Announcing new behavior for Talk calls from unknown callers

We're happy to announce that from 30th September 2020, we're introducing a change to the way Talk handles calls from unknown numbers; that is calls from a blocked number or from a number where the caller ID is hidden.

What's changed?

Previous behavior

In previous versions of Talk, all calls from unknown numbers were automatically assigned to a user profile named “Unknown caller” and defaulted to the associated phone number “+00”. This resulted in calls from different unknown callers being grouped together under the same user.

New behavior

Now, when a call is received from an unknown number, Talk no longer groups calls from unknown callers. Instead, it creates a new, unique “Caller Unknown” end-user identity for each call with a corresponding ticket in Support.

What do I need to do?

You don't need to do anything! This functionality has been added to all Talk accounts. However, we recommend that you read the article below to learn some best practices to help you manage the users created from unknown calls.

How can I find out more?

For more information, read Understanding how Talk handles unknown callers.