Contact Center Trends

New Feature: Custom Automatic Outbound Caller ID

By Shauna Geraghty

0 min read

When a company has multiple telephone numbers, it can be helpful for the agent or call center manager to choose which phone number the recipient of the call will see through their cloud call center software.

With Talkdesk, it is now possible to customize which number to show on the caller ID of the recipient of an outbound call.

Use Cases and Advantages

Allowing administrators and call center agents to customize which phone number they would like to display on the outbound caller ID is helpful in two primary use cases:

1. When a phone number with an area code or country code that match recipients phone number, it should be displayed on their automatic caller ID.

  • If the contact returns the call, they will be routed to the most appropriate agent (e.g. one that is proficient in their language).
  • Using a local number will increase the probability of call backs.
  • International companies match recipient phone number with local numbers.The contact may be more likely to answer the call because it comes from a local number that matches recipients phone number.

2. When a phone number is assigned to a specific purpose (e.g. to the tech support department or to agents who speak French), it should be displayed on their caller ID.

  • Increases connection rates as the recipient may recognize the number and may be more likely to answer.
  • If the contact returns the call, they will automatically be directed to the correct department or agent. This can be particularly helpful for companies with an international presence.

How to Activate

Enable this feature by logging in to your account, selecting the “Admin” tab and clicking on “Preferences”. Select the “Edit Preferences” button. In the “Outbound Caller ID” section, select “Custom”. Finally, press save and this feature will become fully functional.

Once the custom caller ID has been enabled, a new pull down menu will appear in the call bar. This will allow agents or administrators to customize the phone number to be displayed on the recipient’s caller ID.

Once a phone number has been selected it will be used for all outbound calls until the outbound caller ID phone number is changed, or an administrator switches to the “automatic” setting.

Note: Outbound call prices are determined by the number being called. Thus, the phone number chosen for the outbound caller ID has no effect on the cost of the call.


Shauna Geraghty

As the first U.S. employee, Shauna helped to scale Talkdesk to over 1,000 employees in 7 offices globally. During her tenure, she has built Talkdesk's Marketing, Talent and HR functions from the ground up. Shauna has a doctorate in clinical psychology and has applied foundational knowledge from the field of psychology to help propel Talkdesk along its hyper-growth trajectory.