How to show the true caller phone number?

Enhance your team's efficiency and customer service by displaying the original caller's phone number when forwarding calls using Flexito OmniAI and Signalwire. This guide will walk you through the steps to ensure your agents can see the caller's number, improving communication and response times.

Question about Caller ID Display

I've set up an IVR using Flexito OmniAI and Signalwire, and it functions well. However, when calls are forwarded to a team member's phone, the original caller's number isn't visible. Instead, it shows our Signalwire number, as that's the source of the forwarded call. Is there a way to view the caller's number by logging into Signalwire? Could anyone share their configuration for voice bots that forward calls to a phone number?

This guide will teach you how to configure your system to display the caller's number when forwarding phone calls.

Instructions for Displaying Caller Phone Number on Forwarded Calls

Note: This feature is only available for the Voice channel.

• Two Options to Display Caller ID

By default, when calls are forwarded to your agents, the caller ID displayed is your Twilio or SignalWire number. This is done to maintain privacy.

However, if you want your agents to see the actual caller ID, follow these instructions:

• Step 1: In the flow builder, select the question node.

• Step 2: Choose the transfer option, then click on "Advanced settings" to find the caller ID option.

Select "Caller Phone Number" to ensure that when calls are transferred to your agent, they will see the actual number of the caller.

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