When an agent places a call, they can select any outbound-enabled number to use from the drop-down menu in the Talk console.
While this gives you the flexibility to place outbound calls from different numbers, customers might receive calls from your support team from a variety of different numbers, making it difficult to recognize that the call is from your team. For a more consistent experience, you can disable outbound calling for all but one phone number. That way, agents don't have the option of selecting a different number in the call console and the outbound caller ID is always the same.
You can use one of your Zendesk Talk numbers or an external number. For help adding an external number, see Adding an external number for outbound calls.
- Disable outbound calling for all but one of your numbers (see Managing Talk number settings.
- Refresh your browser for the changes to take effect.
Now, only one number will appear in the Talk console.
9 comments
PAUL STRAUSS
How do we set our Caller ID on outbound agent calls to display our company name (and different names for individual brands on Multibrand?)
Our calls are all showing up as "TOLL FREE CALL"
9
John Mannewitz
Same question as 'pstrauss'. How can I set the caller ID to say our business name and not only the number?
7
PAUL STRAUSS
@... Do you know if there's any answer to my question about Outbound Caller ID?
5
Daniel Heard
We have multiple numbers that are used for outbound calling from differenet departments. Is there a way to assign a number to a specific group so that they don't have to change the number on the ticket each time to their own departments number?
3
Shannon Kertis
While you can configure automatic routing (either via group routing or IVR set-up), this is for inbound call traffic only.
It might be worth noting that when a Talk number is manually selected from within the drop-down options in the call console, outbound calls will default to that number until manually updated again. Hope that helps!
2
Andrew Chu
We want that when our customers receiving our calls, it shows as an Unknown number instead of the number. How do we do that?
Basically a follow up to PAUL STRAUSS 's question 9 months ago
2
Dave Dyson
There isn't currently a way to set the outgoing Caller ID within Zendesk – for more information, see Hervin's answer in the comments thread here: Can I change the outbound caller number?
I don't believe it's currently on our short-term roadmap, so this post in our product feedback forums will be the best place to upvote and comment to let our product team know that this is important to you: Caller ID on outbound calls
1
PAUL STRAUSS
Is there any way - even if it requires custom app development - to automatically set an outbound number based on the selected brand? We have separate outbound numbers for each of our brands, and agents are often selecting the wrong one when making outbound calls or doing warm transfers.
I didn't see anything obvious in the API docs for doing this. Ideally, it would be as simple as a trigger that sets the outbound number based on the ticket brand. Or even better, just have talk automatically assign the outbound line based on the brand the number is associated with.
0
Joyce
When making a call from a ticket, Talk uses a line of the same brand associated with the ticket as the outbound number (if available). Talk always uses a line associated with the ticket brand, usually the one called by the caller. If the line called by the caller is not available or enabled for outbound calls (for example if it has been deleted or disabled) or it no longer belongs to the ticket brand, Talk uses the next available line of the same brand (the first line of the same brand in the lines list).
You can also read more about this in the article Making an outbound call
0