Overview

When agents call a client in a specific country, the Caller ID that is showing up on their phone is a number from a different country. The Caller ID settings are properly configured at a team level.

Information

When a call hits an upstream carrier, they may change the displayed number due to internal regulation (the Caller ID matches a number on their network but the call did not originate on their network, the country does not allow local calls to come in over international trunks like China, Japan, Korea, etc.) or due to network configuration (which alters caller IDs). In other words, there is always a chance that what we send is not what the client sees - there is no guarantee of the Caller ID being the same number that we send, as the Caller ID can be delivered by different methods in different countries by onward carriers.

You can see the Caller ID that we are sending in the upper corner of the Playbooks app or in the Activities tab after the call was made.



If you experience issues with incorrect Caller ID being delivered to your prospects, submit a support request including the following information:

• Time when the call was made
• Caller ID that was displayed to you in Playbooks
• Actual Caller ID that was displayed to the prospect
• Number of the prospect that you called

<supportagent>

Escalate such issues to the SaaS team - they may need to work with the telephony service provider to resolve such cases. Also, such issues may be caused by an outage as described in the article Playbooks is showing agent number, and not the Local Presence number as Caller ID.

</supportagent>