Configuring caller ID on calls forwarded by IVR or overflow


Admins andagents in custom roles with permissioncan set the phone number shown to recipients when Zendesk forwards a call as part of anIVRoroverflowworkflow. The phone number shown is referred to as the forwarding caller ID.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support with

Talk Team, Professional, or Enterprise









Admins and agents in custom roles with permission can set
the phone number shown to recipients when Zendesk forwards a call as part of an IVR or overflow workflow. The phone number shown is
referred to as the forwarding caller ID.
In some countries, telecom rules restrict which caller ID can be shown on forwarded
calls. If the caller ID isn’t permitted, the forwarded call might not complete. These
restrictions are intended to reduce unwanted calls and caller ID spoofing, where callers
falsify their number to disguise their identity.
This article explains how forwarding caller ID works and which option to select based on
local regulations.
This article contains the following topics:

About local restrictions
Configuring forwarding caller ID

Related articles:

Managing phone line settings
Zendesk voice and text number regulatory
requirements



About local restrictions

Some countries and carriers limit which caller IDs can be shown to call recipients on
forwarded calls, to reduce caller ID spoofing.
Because a forwarded call is treated like a new outbound call, carriers might reject
calls that display a caller ID the forwarding party doesn’t control, such as the
original caller’s number or an anonymous caller ID. If the caller ID you select
isn’t permitted, the forwarded call might not complete. For example, the destination
number might not ring. The behavior can vary by country, carrier, and call scenario
and could change over time.


Country restrictions

The following countries have known restrictions that can affect call forwarding
based on the caller ID option you select. For a definition of the options, see
Configuring forwarding caller
ID.
If your destination country isn’t listed, start with the Caller’s
number option.









Country
What you might see
Recommended option


Australia
Forwarded calls might fail when the original caller is
anonymous.

Use either the:


Talk number


Talk number for anonymous calls only





Austria
Enforcement is tightening, and forwarded calls might fail
depending on the caller ID shown.
Talk number


Italy
Enforcement is tightening, and forwarded calls might fail
depending on the caller ID shown.
Talk number


Spain
Enforcement is tightening, and forwarded calls might fail
depending on the caller ID shown.
Talk number








Configuring forwarding caller ID

When Zendesk forwards a call to an external phone number, it places a new call to
that destination. The caller ID shown to recipients on an IVR or overflow-forwarded
call depends on the option you select in Forwarding caller ID. This setting
doesn’t apply to calls forwarded to agents or transferred to external numbers.
To configure forwarding caller ID


In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.


Click the Lines tab.


Click the line you want to change settings for.


Under Forwarding caller ID, select one of the following options:

Caller’s number: The forwarded call displays the original
caller’s phone number. This is the default value.

Talk number: The forwarded call displays your Zendesk Talk
number.

Talk number for anonymous calls only: The forwarded call
displays the caller’s number when available, but uses your Talk
number when the original caller ID is anonymous.



Click Save changes.




