Our contact center works with multiple brands that each have their own toll free phone number. The system handles inbound call routing just fine. Our issue comes when we have to call out to an end-user proactively.
Unfortunately, the only way to correlate your call to the correct outbound phone number is to choose it manually from the drop-down at the bottom of the phone widget. This opens us up to accidentally choosing the wrong phone number and causing some confusion if the end-user dials us back.
Would love to see this list either indexed or at the very least alphabetized (currently sorted based on when the numbers were registered with Zendesk). Ideally, I would love to be able to restrict the outbound caller ID options to certain groups, so that groups supporting Brand A can only see phone numbers associated with Brand A.
To clarify this is a different issue than the feature request of having the company name doesn't show. In our case, we are literally opening ourselves up to calling the end-user "from" the wrong brand. Thanks!
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