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.
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"
Same question as 'pstrauss'. How can I set the caller ID to say our business name and not only the number?
@... Do you know if there's any answer to my question about Outbound Caller ID?
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?
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!
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
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
Please sign in to leave a comment.