'Unknown Prospect' displaying in caller ID and call UI

Symptom

When receiving inbound calls or placing outbound calls, the caller ID displays as Unknown Prospect. This can lead to difficulties in identifying and attributing calls to the correct contacts within the Outreach platform.

Applies To

• Outreach Users
• Voice
• Calls

Resolution

1. Check Saved Contact Information: Ensure that the caller's number is correctly saved in your Outreach prospects with the exact formatting used during the inbound call. Confirm that there are no extra characters, spaces, or variations in the saved contact information that might cause a mismatch.
2. Address Unlinked Numbers: In cases where the phone number is entirely unknown and not linked to any prospect records, consider the possibility that the call might be from a different number (e.g., a callback from a different line) or a spam call. Promptly update or link the unknown number to the correct prospect within your Outreach platform.

Cause

The Unknown Prospect caller ID during calls can be attributed to a couple different factors:

• Unlinked Numbers: In situations where the phone number is entirely unknown or not associated with any prospect records, the system cannot identify the caller.
• Incorrect Number Formatting: Discrepancies in the formatting or entry of phone numbers within Outreach can prevent accurate matching during inbound calls.

Additional Information

If the issue persists after following the resolution steps above, contact Outreach Support for further assistance.