Caller ID: show inbound called number dialed.

  • 1
  • 1
  • Question
  • Updated 3 years ago
  • Answered
  • (Edited)
We use Salesforce integration so need to know the incoming caller ID for record lookups.  However we also have a toll free number where we want to know if the call is coming in from this number.  The toll free number is assigned to a call queue.

I want to have all calls not to the toll free number showing the caller's caller id, but calls to the toll free number showing the toll free number or even better, the caller's caller ID plus an indication (prefix or suffix?) that the call was via the toll free number.

How do I get this working as desired?

Thanks,

D
Photo of David Golden

David Golden

  • 70 Points
  • confused

Posted 3 years ago

  • 1
  • 1
Photo of Justin

Justin, Employee

  • 1,250 Points 1k badge 2x thumb
The inbound caller ID seen by the user is set on the individual user’s extension under the call handling & forwarding / incoming call information section. Your users can set it to show the actual callers ID –OR- the Toll Free number they are dialing. The SF integration displays the caller ID of their selected choice.

The closest you can get would be to set this for the incoming caller ID and set the call queue announcement to always. They would see the callers ID in the SF app and the system will announce the name of the call queue that the call is coming from when they answer the call.

Make sure the name on the  call queue is identifiable so they know it came from the TFN.