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.
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.
This response of YES, does not seem to be accurate. If I call out from any of my external numbers, they all say TOLL FREE NUMBER. Is there a way around this to show the name which I have it listed as? Do I have to go directly to Twilio to control this?
Unfortunately it is not currently possible to change your caller ID to reflect your business name on Zendesk Talk. This article briefly explains that you can change the number that appears when making outbound calls through Talk. Ultimately your carrier is the only authority for the CNAM value (caller ID name) associated with your phone number. They can change the name or remove the name entirely. If Twilio is your carrier, you will want to reach out to their support team to see how they may be able to help.
One last thing I would like to note is that even if your carrier can process your change to the CNAM value for your number, we cannot guarantee your business name will show up on every call as that depends on all the carriers involved. Please accept our apologies for this limitation and I hope this information helps!
Hervin | Customer Advocate
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Hello! So if I am understanding this correctly, if I change the phone number to our main line number (what we would list on our phone bill), then we could work with our service provider on that end to ensure the company name appears? Thanks so much for your help!
Thank you for reaching us at Zendesk. This feature to show your company name on the outbound calls is only available for USA numbers. If you have a USA number, you can contact your carrier and have them change your CNAM. To apply for this, please gather the info stated in https://support.zendesk.com/hc/en-us/articles/4411051521818-Does-Zendesk-support-CNAM- and open a request with Zendesk Support.
Let me know if this helps clear things.
Thanks! We will definitely look into that for our US office. I appreciate your help!
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