You're invited to Zoomtopia 2022! Our annual user conference will take place in the Americas on November 8-9 and in APAC, Japan, and EMEA on November 17.Learn more about our hybrid event experience
Everything you need to work together, all in one place.Explore Zoom One's Collaboration Tools
Connect virtually from anywhere with Zoom Meetings
Collaborate together with Zoom Chat
Call the world with Zoom Phone
Create and brainstorm with Zoom Whiteboard
Rich conversation analytics to improve sales
Send and receive messages and calendar invitations
Innovative video solutions for every meeting space.
Bring meeting spaces online with Zoom Rooms
Conference Room Connector links existing rooms to Zoom
Innovative solutions for every space
Solutions to host impactful virtual and hybrid experiences.Find a Solution for Every Event
Host hybrid and virtual events with Zoom Events
Elevate your brand with single session events powered by Zoom Sessions
Broadcast at scale with Zoom Webinars
Host and attend classes, group events, and more OnZoom
An omnichannel cloud solution optimized for video.
Engage customers with Zoom Contact Center
Deliver intelligent support with conversational AI
Zoom solutions elevate collaboration across vertical use cases.Discover Zoom Industry Solutions
Enabling exciting new ways to teach, learn, and connect globally
Transforming client engagement and employee experiences
Improving collaboration between agencies, ministries and constituents
Connecting care, collaboration, and medical innovation
Real-time communication, anywhere in the world
Bridging the in-store and online experiences
Expert support and services for all your design, strategy, implementation, event, and hardware needs.
Flexible subscription plans for hardware
An open platform that allows developers to build Zoom apps and integrations.
Explore over 1,500 apps in Zoom App Marketplace
Documentation for building on Zoom's platform using APIs, Webhooks, and SDKs
Resources that help developers evaluate & build with our solutions
Post your questions and get help from our developer community
Zoom Partners bring Zoom's communications platform to market through alliance, sales, and service partnerships.
Explore Zoom's technology ecosystem
Find a trusted Partner
Learn about Zoom's Partner Programs
Access marketing & sales resources
Login to the Partner Portal and click 'Learn'
Discover new ways to use Zoom solutions to power your modern workforce.
Access expert-led tutorials on Zoom products and features.
Network with other Zoom users, and share your own product and industry insights.
Get documentation on deploying, managing, and using the Zoom platform.
Keep your Zoom client up to date to access the latest features.Download Center
Download hi-res images and animations to elevate your next Zoom meeting.Browse Backgrounds
2022-10-13 08:16 AM
I am troubleshooting an issue where the caller ID information is dropped/changed, to the transferee, when the call is transferred to a call queue.
Here is the scenario, I called from my cell phone to our main office number, auto-attendant answers, I went through the prompts to reach Customer Service (this is a call queue of 3 extensions, including the receptionist, set to ring successively [CS rep1 -> CS rep2 -> Rcpt]) if the call makes it to the receptionist and they answer the call and then transfer it back to the Customer Service queue, the caller id info changes from the Caller's info to the receptionist's info.
If the receptionist transfer the call direct to an extension the caller ID remains correct.
The call logs don't seem to help with this issue.
The Customer Service reps claim this only recently started happening. The receptionist claims calls for customer service to her phone have recently become more frequent.
2022-10-13 08:42 AM
I have only noticed this happening when a call comes into one queue and is transferred to another. Ie our mail line queue is answered by receptionist and receptionist forwards to a second queue (the call originated in another queu so was really a queue to queue transfer.) You should be able to discern the original call by the call logs but it takes some work. Find the inbound call to the last person and look for the outbound call going to that person. The outbound from the person doing the transfer should show the incoming caller ID that they answered.
2022-10-18 10:21 AM
Thank You for the information, we verified that the originally Caller ID info is retained in the call logs and we have shown our customer service reps how to view their call logs to retrieve this information.
We are also reviewing Elliot's post to confirm if his solution works better for our scenario. Once we have had time to review I will mark one of these Accept as Solution. If I can mark both I will.
Thank You again for the comment.
2022-10-13 02:28 PM
here is a link to how incoming caller id is displayed
Inbound call notifications (client and app) – Zoom Support
instead of putting your receptionist as a member of the call queue, you could have unanswered calls going as overflow to either the auto receptionist or back to the call queue.
if call queue overflow is set to:
Route to Call Queue: or
Route to Auto Receptionist
then the original caller id is preserved
in company info->policy->set caller id viewing preferences for redirected calls-> box to select 'show the user who last transferred the call.' i don't think this is what you want. i just mention it in case it has been selected.
Please remember to mark responses as accepted if they resolve your issue.