Caller ID number support for outbound calls

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Important

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Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Oct 31, 2023

Business value

Use of caller IDs for numbers is a standard way to be recognized as a legitimate caller for customers.

Feature details

Organizations are recommended to configure an outbound caller ID. If caller ID isn't configured, PSTN carriers might consider the outbound calls as fraudulent activity, and may drop them. Outbound caller ID configuration is also required to be compliant with laws in regions such as Australia and Europe. Also, the support of anonymous calling can be business-critical in privacy-sensitive areas.

The outbound caller ID and numbers are displayed to customers in the following scenarios:

  • During customer callbacks.
  • If an agent makes an outbound call.
  • If an agent transfers a call, for example, to an external number.

The outbound caller ID can be configured from the Customer Service admin center as follows:

  • Navigate to Productivity > Outbound and Inbound profiles.
  • Select Manage.
  • If you are creating a new Outbound profile, in the Outbound info section, you can set the caller ID by choosing any of the existing phone numbers (which have outbound calling enabled) as the caller ID from the dropdown list.
  • If you want to set the caller ID for one of the existing Outbound profiles, in the profile details section, you can choose any of the existing phone numbers (which have outbound calling enabled) as the caller ID from the dropdown list.

See also

Create outbound profiles (docs)