Announcing forwarding caller ID for Zendesk Voice

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<th style="background-color: #F5F5F5;"><strong>Announced on</strong></th>
<th style="background-color: #F5F5F5;"><strong>Rollout starts</strong></th>
<th style="background-color: #F5F5F5;"><strong>Rollout ends</strong></th>
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<td>February 11, 2026</td>
<td>February 11, 2026</td>
<td>February 18, 2026</td>
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</table></figure></div><p>We’re adding a new forwarding caller ID setting for Zendesk Voice. To help you stay compliant with evolving telecom regulations and improve call deliverability, Zendesk now includes a configurable <strong>Forwarding caller ID</strong> setting on phone lines for calls forwarded by IVR and overflow.</p><p>This announcement includes the following topics:</p><ul>
<li data-list-item-id="e649ecb21b8b86c8c02ebd5f1f5362fc9"><a href="#h_01KG4RNXFER58EQK2GE4CC7J6T">What is changing?</a></li>
<li data-list-item-id="e803c86babba5ef0227241128902f4e6a"><a href="#h_01KG4RNXFG53Z5102QSW2F7A79">Why is Zendesk making this change?</a></li>
<li data-list-item-id="e40361ccda2482275d6260bc85b76547b"><a href="#h_01KG4RNXFG44SN67H1VX0E1X83">What do I need to do?</a></li>
</ul><h2 id="h_01KG4RNXFER58EQK2GE4CC7J6T">What is changing?</h2><p>Before, when forwarding calls, Zendesk would pass along the original caller ID, which already used the Talk number as caller ID. Now, a new per-line setting lets admins control which caller ID is presented on calls forwarded by IVR or overflow:</p><ul>
<li data-list-item-id="e499874101ab8616fa2e518988d5a31c2">Caller’s number (default)</li>
<li data-list-item-id="e00a56dca42b7a2fd3196ca9a023b9839">Talk number</li>
<li data-list-item-id="efe851dda77603fe28eb6bba886b6b57f">Talk number for anonymous calls only</li>
</ul><p>This applies to Zendesk Voice PSTN lines and affects only calls that Zendesk forwards by IVR or overflow. This setting doesn’t affect calls forwarded to agents or transferred to external numbers.</p><h2 id="h_01KG4RNXFG53Z5102QSW2F7A79">Why is Zendesk making this change?</h2><p>Some countries and carriers restrict which caller IDs can be displayed on forwarded calls to prevent spoofing. When a forwarded call presents a caller ID the forwarding party doesn’t control (for example, an anonymous or invalid ID), carriers may block or reject the call.</p><p>Recent changes and advisories, especially in Spain and Italy, and customer incidents seen with Australian numbers increased the need for a controllable, compliant caller ID option.</p><p>The new setting allows you to choose the most reliable, regulation-friendly option per line, improving connection rates and reducing failed forwards.</p><h2 id="h_01KG4RNXFG44SN67H1VX0E1X83">What do I need to do?</h2><p>Review phone lines that forward calls as part of an IVR or overflow and choose the appropriate option per line. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10183620506394"><span class="wysiwyg-underline">Configuring caller ID</span></a>.</p><p>If you have feedback or questions related to this announcement, visit our <a href="https://support.zendesk.com/hc/en-us/community/topics/1260801308510"><span class="wysiwyg-underline">community forum</span></a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850"><span class="wysiwyg-underline">Zendesk Customer Support</span></a>.</p>