Zoomtopia is here. Unlock the transformative power of generative AI, helping you connect, collaborate, and Work Happy with AI Companion.
Register nowEmpowering you to increase productivity, improve team effectiveness, and enhance skills.
Learn moreKeep your Zoom app up to date to access the latest features.
Download Center Download the Zoom appDownload hi-res images and animations to elevate your next Zoom meeting.
Browse Backgrounds Zoom Virtual BackgroundsEmpowering you to increase productivity, improve team effectiveness, and enhance skills.
Zoom AI CompanionUser groups are unique spaces where community members can collaborate, network, and exchange knowledge on similar interests and expertise.
Help & Resources is your place to discover helpful Zoom support resources, browse Zoom Community how-to documentation, and stay updated on community announcements.
The Events page is your destination for upcoming webinars, platform training sessions, targeted user events, and more. Stay updated on opportunities to enhance your skills and connect with fellow Zoom users.
Starting February 3, 2025, Zoom Phone customers must add their phone numbers to an approved 10DLC campaign in order to use SMS/MMS capabilities on their numbers.
Introducing more live support options! More Zoom customers now have access to live agent chat support. Sign in and visit our Contact Support page to see all your available support options. We’re here to help!
2022-10-13 08:16 AM
Hello all,
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.
Any ideas?
2022-10-13 08:42 AM
Hi ITGuyOhio,
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
Hi ChrisO,
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.
ITGuyOhio
2022-10-13 02:28 PM
hi
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.