Configuring automatic caller ID matching for outbound voice engagements
The automatic outbound caller ID matching feature allows administrators to define rules that determine which phone number is used for outbound calls. Based on the recipient’s phone number, the system automatically selects the most relevant number such as one that matches the recipient's country or area code to make the call appear local. This increases the chances of the call being answered and builds trust by displaying a local/regional number. The process runs in real time without any agent action, helping deliver a more personalized and localized customer experience.
This feature applies to the following call scenarios:
Note: This feature does not apply to caller ID being used for dial-out from video engagements.
Requirements for automatic outbound caller ID selection
- Account owner or admin privileges
- Zoom Contact Center license
- Phone numbers that are registered to your organization in Zoom Contact Center phone number management
- This feature is supported on Zoom Workplace App, ZCC CTI Connector and Zoom Web App
How to set up automatic caller ID matching
Note: The automatic caller ID matching rules are configured on the account level and are shared to all queues/agents.
- Sign in to the Zoom web portal as an admin.
- In the navigation menu, click Contact Center Management then Preferences.
- In the General Settings section, click the Automatic Caller ID Matching toggle to enable this feature.
- Click Add matching rule to configure your caller ID selection rules.
- Click Add new rule to create a new rule.
- For each rule, specify:
- Country/Region: Select the country code for end user phone numbers this rule will apply to.
- Area code/prefix (Optional): Enter up to 3 digits for a more specific area code match.
- Caller ID number: Select from available phone numbers registered to your organization.
- Rule status: Select Active to enable the rule or Inactive to disable it.
- Click Add.
Note: The system will use the most specific matching rule when selecting a caller ID. For example, a rule that matches both country code and area code will take precedence over a rule that only matches country code.
How to edit or delete automatic caller ID matching rules
- Sign in to the Zoom web portal as an admin.
- In the navigation menu, click Contact Center Management then Preferences.
- Under General Settings, find the Automatic Caller ID Matching setting and click Edit.
- In the rule list, click the pencil icon
to edit or the trash icon 
to delete a rule.
How to import or export automatic caller ID matching rules
- Sign in to the Zoom web portal as an admin.
- In the navigation menu, click Contact Center Management then Preferences.
- Under General Settings, find the Automatic Caller ID Matching setting and click Edit.
- Click the Import button to upload rules or the Export button to download them.
How to use automatic caller ID matching in flows
- Add or edit a Route to widget in your flow.
- In the Route to dropdown, select OutgoingCall.
- Configure the remaining settings as needed.
- In the Caller ID dropdown, select Automatic Caller ID Matching.
How to use automatic caller ID matching in queues
- Add or edit a menu-based interrupt for voice queue waiting experience.
- Under Callback Settings, click Edit next to Callback Caller ID Number, then select Use automatic caller ID matching.
- Click Save.
How to use automatic caller ID matching in campaigns
- Add an outbound preview, progressive, or agentless dialer.
- Configure the campaign settings.
- Under Connection settings, select Use automatic caller ID matching in the Caller ID dropdown.
- Configure the remaining settings as needed.
- Click Save draft.
How automatic caller ID selection works for agents
Once the administrator configures automatic caller ID selection rules, Zoom Contact Center will automatically apply the appropriate caller ID based on those rules in the following scenarios:
- When using click-to-dial from CRM applications
- When dialing from address book contacts
- When manually entering numbers in the dial pad
- When copying and pasting numbers into the dial pad
Agents are informed of the outbound caller ID being used, so they know how they appear to the customer. In the dial pad, an option to switch to manual or automatic matching is available.