Why are some users not correctly identified when they call in?

Return to top

6 Comments

  • Whitney Votaw

    We work in healthcare, so often times callers are calling from one main organization number, not necessarily a direct line. In other words, several callers may call from the same number.

    Are there any solutions or suggestions to avoid this confusion? Such as 'Organization'-level numbers? OR perhaps the ability to add the same number to multiple end-users (in which Zendesk would automatically merge the Organization name instead of one callers name when that number calls in)?

    0
  • Malinda
    Zendesk Customer Care
    Hi Whitney,

    What you're looking to accomplish is currently not supported. The end-user's account will only display the user's name if the caller is calling from a number that is listed as a direct line. Additionally, organization-associated numbers are not possible - they are only available at the user level. 

    If displaying the organization name is a high priority, you could edit the user profile that has the organization's number listed as a direct line, and change the end-user's name to also be the organization name. This way, any calls from that number will show "Org XYZ" as the caller. 
    0
  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Stephen Fusco and Malinda - we have couple of numbers so question is if in the event that we will call customers from the user profile under their direct line, which among our number will be used to call from? 

    In the talk console we have the capability of selecting which number we want customer to see which call is coming from. 

    0
  • Shannon Pesta
    Zendesk Customer Care
    Hey Jahn! Good question. When placing outbound calls from an end-user's profile, the Talk number used defaults to the last line used by the agent. More details here: Making outbound calls. Have your agents select the line within the Talk console first before placing the call. Hope that helps! 
    0
  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Hey Shannon Pesta - thanks for the confirmation. 

    0
  • Morten Kristensen
    Zendesk Luminary

    I made a feature request that might help resolve some of the issues mentioned here: Improved search API for shared numbers – Zendesk help

    0

Please sign in to leave a comment.

Powered by Zendesk