Why does the caller ID from a forwarded call differ from the phone number of the caller?

Question

When an end user calls an external phone number, the call is forwarded to the phone number in Zendesk Talk. Why is the displayed caller ID different from the actual caller ID of the end user?

Answer

The caller ID may display a different number for several technical reasons. Common explanations include:

Your provider settings: Some providers replace the original caller number with the forwarding number or another default number.

Possible provider limitations with the caller ID passthrough: When forwarding calls, not all telephony providers support passing through the original caller ID. This is often due to network limitations or policies aimed at preventing spoofing.

To find a solution, reach out to the provider of your forwarding phone number. They can check their policies, settings, and capabilities regarding forwarded calls.

For more information on Talk, see this article: Preparing to use Talk.