Call history no longer showing internal caller IDs, showing outbound caller ID instead.

[salle01]

Starting some time between May 2nd and May 5th, if a user misses an internal call from someone else in our company and they look in the call history, it'll now display the outbound caller ID we set up for each user that's meant for external callers (this is only happening on the Zoom desktop app and the mobile app. It looks like it's affecting call logs in the admin portal as well). Prior to May 5th, the actual internal caller's name and extension would show up in the call history instead of the outbound ID we set up for each phone. I should note the outbound ID is the call queue numbers we set up for each branch (the call queue numbers are using the main phone numbers for each branch. We intended this to be used for when we're calling external phones outside of the company so that the caller ID would show up as the main company number to the external phone).

I should also note that when the notification for the incoming call pops up on the screen while a call is being received, it shows the actual caller's name and extension. It's just the ID in the call history is showing up as the outbound ID that we set up for external phones outside of the organization. I made sure to go into the admin portal, then Phone System Management -> Company Info -> [Site Name] -> Settings -> Outbound Caller ID, and made sure "Show Outbound Caller ID for Internal Calls" was disabled for all sites. All Zoom clients are up to date as well.

We haven't made any changes to the admin settings, so we're not sure what's going on.

[Eliot]

hi @salle01 

I can not duplicate what you are experiencing.  I am using zoom workplace app for windows version 6.4.12.

Please see screen shot from zoom workplace app calling desk2 and logs for the call.  It shows internal user names and extensions.

What version of zoom workplace are you using?

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[salle01]

Here is a call log entry for an internal call that occurred recently. It's supposed to show the actual caller, but for some reason, it's showing up as the external caller ID (the call queue extension) we set up for each phone user even though these are internal calls. I am using Zoom version 6.4.12

[mattewwade06]

Thanks for the detailed explanation—it definitely sounds like unexpected behavior, especially since "Show Outbound Caller ID for Internal Calls" is already disabled. Since the issue started between May 2–5 and affects both the Zoom app and admin portal logs, it’s likely related to a backend change or bug on Zoom’s end. I’d recommend opening a support ticket with Zoom and referencing the exact date range and observed behavior. Also, including screenshots and client version numbers might help them escalate and resolve it faster.

[Bt86136H]

Exact same issue!