Transferring Calls

8 replies
195 views
Translate

When someone transfers a call, the caller ID come up as the person who transferred the call. Is there away to make the caller ID come up as the person who made the call??

FORE-CraigAnswer

Expert

Hi Hisham,

What shows depends on the the device used for Zoom Phone. There is an option at the account level to Set caller ID viewing preferences for redirected calls. You can find it at the bottom of the page for Account Management > Account Settings > Zoom Phone.

You will find an extended description here:

https://support.zoom.us/hc/en-us/articles/360031768431#h_01F8AXKCNSNA3VBYDPYK6C7BF2

I hope this helps!

Craig

FORE-CraigAnswer

Expert

Hi Hisham,

What shows depends on the the device used for Zoom Phone. There is an option at the account level to Set caller ID viewing preferences for redirected calls. You can find it at the bottom of the page for Account Management > Account Settings > Zoom Phone.

You will find an extended description here:

https://support.zoom.us/hc/en-us/articles/360031768431#h_01F8AXKCNSNA3VBYDPYK6C7BF2

I hope this helps!

Craig

Translate

H

HishamElghotmyAuthor

Explorer

Thank you it helped. This is what I was looking for.

Translate

FORE-Craig

Expert

You're welcome!

Translate

B

Belshire

Explorer

I hate to resurrect this closed thread, but it seems this option doesn't exist anymore, or at least not in my settings. Though from the documentation is seems like it wouldn't even apply to external callers (if Im reading it right).

All of our calls come into a live receptionist. She can see who the caller is and she'll answer the call and WARM transfer it. When she completes the transfer it always shows the call is still the receptionist. It's just weird that I'm seeing that name the whole time Im continuing the call.

Translate

FORE-Craig

Expert

Hi Hisham.

I understand. I did a test and can confirm that what you are seeing is happening also on our system. It does seem off to me.

With a Direct Transfer, the Caller ID shows: [External Caller ID] "transfer from" [Internal User ID]. Additionally, in the Call Log on the Web Portal you can see a line that shows the External Call ID going to the Transferee.

With a Warm Transfer, the Caller ID shows just the name of the Internal User ID (Transferrer), and in the Call Log, it just looks like an internal call.

I would definitely suggest that you log a Support Request for this at https://zoom.us/feed

I hope that helps!

Translate

C