Is it possible to change the outbound caller ID number or information that end users see when agents make outbound calls using Talk or Text?
Yes, when agents place outbound calls, the Talk number selected in the call console appears as the caller ID. If you want an outside number to appear for the caller ID instead, add the number as an external number.
This only allows you to place outbound calls using the external number. You cannot route incoming calls to it. For more information, see the article: Adding an external number for outbound calls.
If you host your call data outside of the United States, the behavior is different for the caller ID of external numbers. For more information, see the article Announcing: Zendesk Talk expansion of data locality coverage for Europe and Australia.
To only show the caller ID from one phone number, see the article: Standardizing your outbound caller ID.
If you are a customer based in the United States, you can apply for CNAM. This allows your company name to be displayed instead of, or in addition to the phone number.