Request:
Please extend forwarding caller ID support to manually forwarded calls initiated by agents.
Currently, forwarding caller ID works when calls are automatically routed via IVR or routing rules. However, when an agent manually forwards or transfers a call (e.g., warm transfer, consult & transfer, or forwarding to an external number), the call displays the Zendesk Voice number instead of the original caller’s phone number.
Why This Matters:
1. Better customer experience
When calls are manually transferred to Sales, Escalations, or external partners, the receiving party sees the Zendesk number instead of the actual customer’s number. This can cause confusion and delays.
2. Faster callbacks
If a transfer fails or drops, the receiving party often cannot easily identify the original caller.
3. Consistent call journey
From the customer’s perspective, their caller ID should remain consistent throughout the entire interaction — whether routed automatically or transferred manually by an agent.
4. Common real-world use case
Many teams rely heavily on warm/manual transfers rather than IVR-based routing. The current limitation creates inconsistency between automated and agent-driven workflows.
Proposed Enhancement:
When an agent manually forwards or transfers a call:
- Zendesk should present the original caller’s phone number as the outbound caller ID
- This should be configurable per number/brand (to respect telecom regulations and privacy policies)
This enhancement would significantly improve Zendesk Voice for teams using manual transfers as part of their daily workflow.
Thanks for considering this — happy to provide further examples or call flow details if helpful.
