When Use bridged transfers is enabled and a call is transferred to an external PSTN number, Dynamics 365 Contact Center keeps the call anchored within the service. As a result:

• Call recording and transcription continue uninterrupted
• The agent can perform a warm transfer
• The call remains within the same conversation context

However, this behavior also introduces the following limitations:

• The outbound leg of the call is re‑originated by the service
• The external recipient sees the service phone number as the caller ID, rather than the original customer’s ANI

Disabling External Bridge Xfer Enabled is not a viable option for us, as doing so causes the External Number Consult call flow to fail.

Given this constraint, we are looking for either a workaround or a product enhancement in Dynamics 365 Contact Center that would allow external recipients to see the original customer caller ID when using a bridged external transfer.