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outbound caller id showing incorrect number

JAdamson
Newcomer
Newcomer

We have a user account setup in our Zoom system that, for a while, had the direct number show as the outbound caller ID. (This being in phone system management - users & rooms - user - profile tab).

 

We changed the outbound caller ID to one of our auto receptionists numbers about 3 days ago. However when the user calls an external user, the old direct phone number still shows. Is there somewhere else we need to make this change? Thanks.

3 REPLIES 3

Vinnie
Community Champion | Customer
Community Champion | Customer

You made the change in the correct place.

Have you verified the user is not selecting (changing) the Outbound Caller ID? Also, did you verified there isn't a "manual contact" with the AR telephone number associated with the users (in addition to the former personal DID)? If you haven't, I suggest testing calling to your own mobile to do the test.

Let us know how it goes.

I don't think the user even knows how to change the outbound caller ID so I don't think that's it. I don't see a "manual contact" in the AR anywhere but I may not be looking in the right place. Calling my own cell phone works just fine. 

Vinnie
Community Champion | Customer
Community Champion | Customer

If calling your mobile works fine, then it is fine. The issue is at the destination: Maybe they have configured somewhere the user's Contact with the AR Number so when there is an incoming call, it shows the "Locally"  configured Caller ID Name. I have seen this many times, it happened to me also. I will suggest calling that the destination so they can check their end:  Maybe they have a CRM where the number is associated to the user in question rather than the company.