Configuring Caller ID Settings

You can configure what phone numbers to display when making calls, or you may choose not to display any phone numbers at all.

Table of Contents

• Enable or Disable Displaying Your Caller ID
• Display Phone Number Assigned to Agent
• Enable Agents to Select the Outbound Caller ID
• Assign a Phone Number to an Agent
• Assign Phone Numbers to an Outbound Project
• Assign Outbound Numbers to Specific Records/Fields in Power and Predictive Dialer
• Automatic Caller ID Selection Based on Called Number Prefix

Enable or Disable Displaying Your Caller ID

1. Select a project from the project list, then select Voice > Outbound.
2. Select the Routing & CLI tab.
3. Mark or unmark the Caller ID Presentation checkbox.
4. Press Save.

Display Phone Number Assigned to Agent

1. Select a project from the project list, then select Voice > Outbound.
2. Select the Routing & CLI tab.
3. Mark or unmark the Agents' number as Caller ID checkbox.
4. Press Save.

Warning: The Caller ID Presentation function must be enabled.

Enable Agents to Select the Outbound Caller ID

1. Select a project from the project list, then select Voice > Outbound.
2. Select the General settings tab.
3. Mark or unmark the Agent can select callerID checkbox.
4. Press Save.

Note: Works only in Manual Dialer mode, and affects both the call and custom call tabs on the agent workspace.

Assign a Phone Number to an Agent

• Read about assigning a phone number to an agent user in the To Assign a Phone Number to an Agent section.

Assign Phone Numbers to an Outbound Project

• Read about assigning phone numbers to an outbound project in the To Assign Phone Numbers to an Outbound Projects section.

Assign Outbound Numbers to Specific Records/Fields in Power and Predictive Dialer

In the Outbound settings, you can assign specific outbound phone numbers (caller IDs) to predefined field values. This helps optimize the choice of caller ID based on record-specific data.

To enable this feature, follow these steps:

1. Navigate to Outbound Settings:

   • Go to Project > Channels > Outbound.
   • Ensure that Predictive or Power Dialing mode is selected.

2. Enable Record-Specific Caller ID:

   • On the General tab, check the box next to “Caller ID based on field value”.

3. Configure Caller ID Based on Field Values:

   • Go to the Routing & CLI tab.
   • In Caller number field select an indexed single-value field to use as a reference for caller ID selection.
   • Assign a value to each phone number in Caller number value column.

The dialer will then initiate calls to records based on these field values. If multiple phone numbers are assigned to a single value, the dialer will randomly pick from the assigned numbers.

Automatic Caller ID Selection Based on Called Number Prefix

To optimize telecom traffic and improve efficiency, this feature allows automatic caller ID selection based on the prefix of the called number.

With this feature, the system automatically recognizes the called number and matches the caller ID with the same prefix, optimizing traffic with the appropriate telecom provider. This feature reduces manual effort and improves calling efficiency.

When enabled:

• In Project > Channels > Outbound select Prefix-based caller ID selection
• The system will match caller ID prefixes to the called number’s prefix, optimizing traffic for matching telecom providers.
• A random number from the available pool will be chosen if no matching number is available.
• If Caller ID selection by agents is also enabled, agents’ selections will override this automatic selection.

Note that:

• Automatic caller ID selection can only be overridden if agents can select a Caller ID.
• This functionality is available for manual, power, and predictive dialers, and also for custom calls
• To set up the desired prefix groups, contact our support team.
• Prefix-based caller ID and field-based caller ID can work together in a combined way as well:
  • Prefix-based caller ID takes priority over field-based caller ID
  • If a prefix rule is not defined for a prefix, but a field-based caller ID rule exists, then the field-based caller ID is used