By default, when calls are forwarded or transferred to a user’s mobile phone through Evo Voice, the system may display the company’s main number or a default caller ID for outbound call masking or routing consistency. However, it is possible to configure the system to show the original caller's number instead.
✅ How to Show the Actual Caller’s Number
To display the real number of the incoming caller (rather than the company’s main number) when forwarding or transferring calls to a mobile device:
1. Enable "Caller ID Pass-Through" in Call Routing Rules
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Go to the Call Flow or Scheduling Rules section of the Evo Voice console.
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Find the rule where calls are forwarded or transferred to a cell phone.
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Make sure the “Caller ID” setting is configured to pass through the original caller’s number.
Look for an option like:
Caller ID: Inbound Caller
Display Original Caller Number
Avoid options like “System Number” or “Main Company Number”
2. Verify with Your Carrier (Optional, but Important)
Even if Evo Voice sends the correct Caller ID information, some mobile carriers may override it and display the number associated with the forwarding line (e.g., the business number). To mitigate this:
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Test the setup across different mobile carriers (e.g., AT&T, Verizon, etc.).
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If the mobile carrier restricts caller ID overriding, Evo Voice may be limited in control after the call leaves the platform.
3. Alternative Option: Enable Caller ID Readout
If the caller ID can't be passed through due to carrier limitations, an alternative is to:
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Use an audio prompt before the call connects that reads out the original caller’s number.
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This ensures the recipient is still informed of who’s calling even if the number doesn’t display on the screen.
⚙️ Need Setup Assistance?
If you're unsure how to update your routing rules or want this applied account-wide:
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Contact Evo Support and request Caller ID Pass-Through to be enabled for mobile transfers.
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Provide the specific user or rule that needs this behavior applied.
✅ Summary
To show the actual caller’s number when transferring to a cell phone:
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Use “Caller ID: Inbound Caller” or similar option in call routing.
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Confirm your mobile carrier supports caller ID pass-through.
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Request Evo Support help if unsure how your rules are currently configured.