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When an agent places an outbound call, the caller ID the recipient sees is the phone number the call is dialed from. That number is resolved at conversation-creation time from the agent’s outbound assignment, and it becomes the agent_number on the conversation — the number Anyreach presents on the outbound leg.

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How the outbound number is chosen

Outbound conversation creation resolves the dialing number in this order: The resolved number must have a trunk with an outbound configuration, or conversation creation fails. The slot that maps an agent to a number is the number’s outbound slot — see Assigning agents to numbers.
The recipient’s caller ID is the resolved number itself. There is no separate “caller ID” field for a normal outbound call — set which number the call dials from, and that is what is displayed.

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Caller ID on transfers

On a transfer, the call is already in progress and a third party joins. What that party sees as caller ID depends on the transfer type.

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Cold transfer

A cold_transfer action hands the live caller to transfer_number and the agent leaves. The action carries a displayed_number field that selects which caller ID the transferee sees: The Anyreach-managed Twilio trunk is created with transfer_caller_id="from-transferee" and transfer_mode="sip-only", so the SIP REFER transfer presents the transferee’s caller ID by default. For the full action reference, see Call transfers and conference.

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Warm transfer and conference

For warm_transfer (briefing a supervisor) and conference (dialing a number into the room), the agent dials out to the third party from the conversation’s agent_number — the same number resolved when the outbound or inbound call started.

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The Shareable toggle

Each phone number has an outbound_shareable flag, surfaced as the Shareable switch in the Phone Numbers table. It is off by default (outbound_shareable defaults to false). Enabling Shareable lets descendant organizations dial out from your number. With it on, a child org can pass your number as agent_number when creating an outbound conversation and Anyreach will place the call from it, even though the child does not own the number.
Authorization requires both conditions: the number is marked shareable and its owner is an ancestor of the calling org. A non-shareable number, or a number owned by an unrelated org, resolves as “not found” for the caller.
Sharing only affects outbound dialing. Inbound routing is unchanged — a call placed to a shared number always rings the owner’s bound inbound agent, never a descendant’s.
When a descendant org dials out from a shared number, it must supply its own agent (agent_config, agent_version_id, or agent_id). It cannot reuse the owner’s bound outbound agent, because that assignment lives in the owner’s org and is not readable across orgs.

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Managing the toggle

Campaigns overview

Run outbound calling at scale across many contacts.

Call transfers and conference

Cold transfer, warm transfer, and conference, including displayed_number.

Assigning agents to numbers

Bind an agent version to a number’s outbound slot.

Telephony overview

How numbers, trunks, and calls fit together.