Why can't I see the Custom Caller ID option anymore?

Overview

When setting your caller ID, you no longer see the option for a custom caller ID. Previously, you used to have the functionality of being able to make an ad-hoc call with a selected Custom Number that would show up on the customer's end as your caller ID.

Information

Check if you have permission to use a custom caller ID. To use a custom caller ID, your user or role needs to have the "Caller ID Using Custom Number" permission. Ask your manager or admin for more information.

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As a support agent, you can verify this for the customer by impersonating their admin or manager and checking the permissions assigned to the user or their role. If the user does have permission but the option is not showing up, you will need to troubleshoot further.

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