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Number displayed in agent desktop for outbound calls is agent's caller ID not number being called

When an agent places an outbound call in the agent desktop, the number displayed is the agent's caller ID not the number he/she is calling. It is confusing to agents. The same incorrect number is displayed in the webex app.

The attached screenshot shows the behavior. The agent's number is 206-445-1166. The agent is calling 206-390-8878. The agent's caller ID is 860-289-3370. I would expect 206-390-8878 to display not 860-289-3370.

  • Megan Flaherty
  • Jun 29 2023