What does the inbound and outbound caller ID display look like?
When an agent is offered a call to their agent desktop, look for the caller's information such as the caller id on the Transaction tab. Learn more here.
Answer
When an agent is offered a call to their agent desktop, the first place to look for the caller's information such as the caller id is on the "Transaction" tab. Please reference the screenshot of the control panel section of the agent interface on areas which display the caller's information.
When an agent places an outbound call for their agent desktop, the caller ID that is sent is the default caller ID configured for the customer's tenant at provisioning. Various settings can be made to choose a different caller ID for the agent or allow the agent to choose the caller ID that is displayed when they make an outgoing call.