These numbers are typically seen from Customers calling using a VoIP service (e.g., Google Hangouts, Skype, Viber, etc.). Gladly converts words (e.g., UNKNOWN) to digits (e.g.,865 6696).
| Incoming Call Status | Phone Number | Common Reasons |
| RESTRICTED | 737 874 2833 | Called ID is blocked |
| BLOCKED | 256-2533 | Caller ID is blocked or used *67 to hide the number |
| UNKNOWN | 865 6696 | Caller ID is blocked or the telephony provider is unable to retrieve the phone number |
| ANONYMOUS | 266696687 | Used *67 to hide number |
| UNAVAILABLE | 86282452253 | Telephony provider is unable to retrieve the phone number |
| EMPTY | 464 | Called ID is blocked |
| No Caller ID | 464 | Caller ID is blocked or used *67 to hide number |
There is no way to stop these phone numbers from appearing as the carrier controls these but Gladly recognizes that this also creates a challenge in creating a unique number to attach to a Customer Profile. For instance, there’s the possibility of the wrong Profile being opened when a Customer calls using a VoIP number. Other symptoms could include:
- A Customer’s voicemail may appear on a different Customer’s Profile
- A Customer Profile may appear associated with other Customer Profiles
Suggested solution #
As the numbers above create Customer Profiles in Gladly, merge them, so all “unusual” numbers create a Customer Profile. The goal is to open the same Customer Profile whenever the numbers above are identified. Because an incoming call will automatically open and store the recording in the “unusual” phone number’s Customer Profile, use the pin feature to pin the phone call to the Customer’s true/existing Customer Profile. If a Profile doesn’t exist, add a new one and pin the call there.
Team Managers or Administrators will ultimately decide how to communicate and implement this process to the rest of the team to make it a sensible but successful solution.
