Caller IDs and Caller ID groups

Who should read this article: Administrators, Supervisors

This article contains a list of common questions with answers that link to articles where the information is documented.

Caller IDs

Caller ID usage is described in the Outbound calls article. This FAQ describes how to configure specific Caller ID scenarios.

Q: What is the priority for Caller ID group selection?

A: Watch the following tutorial video to learn how Caller IDs are selected both automatically by Voiso and manually by agents.

For manual dial and click-to-call calls made through Agent Panel, Caller ID selection follows this order.

Q: How do I assign a dedicated Caller ID to each user?

A: Use this setup when you want one or more agents to present a consistent outbound number, instead of using a shared Caller ID or a destination based selection.

This setup is useful to:

• Ensure contacts see the same number for a specific agent
• Support ownership based calling where each agent manages their own callbacks
• Improve consistency in reporting when you want a stable Caller ID per user

Prerequisites

• Confirm you have one number available per agent who needs a dedicated Caller ID
• Confirm the numbers are verified and available to be used as Caller IDs
• If the user is assigned to a team that is assigned to one or more Caller ID groups, ensure that the agent selects the Default Caller ID group in Agent Panel to ensure that their personal Caller ID is used for outbound calls.

Configuration

• Use the Inbound > Numbers page to add the number to your inventory (or confirm the number exists in your contact center.
• (Optional) Use Inbound > Caller ID risk check to validate the Caller ID to ensure it appears safe to your contacts.
• On the Users > Users, add or edit the user. On the user's account page, assign the unique number in the Caller ID field.
• any default Caller ID settings that might override the per user assignment
• Save your changes

Validation

• Sign in as a test user, or use a test agent account.
• Place an outbound call to a number you can verify.
• Confirm the displayed Caller ID matches the one assigned to the user.
• Check Call Detail Records to confirm the expected Caller ID is shown.
• Review Caller ID use practices with the user if the user is assigned to a team that is assigned to a Caller ID group. If the user has a Caller ID group selected, it will override the personal Caller ID. To ensure that the personal Caller ID is used, the user should select the Default Caller ID group in Agent Panel.

Troubleshooting

Symptom: The wrong Caller ID displays.
Solution: Check whether the user is inheriting a Caller ID from a higher priority setting, such as a default Caller ID group assignment, and confirm the per user Caller ID is set correctly.

Q: How do I choose the right Caller ID for outbound calls?

A: Caller ID selection affects pickup rates and trust. When you select numbers for outbound Caller IDs, you can employ different strategies depending on whether you are running automatic outbound Dialer campaigns, your agents are directly dialing contacts, or they are using click-to-call through your CRM.

When you are creating Caller ID groups, assigning Caller ID sets to Dialer campaigns, or selecting default and users specific Caller IDs, consider grouping numbers using the following types:

• Country Code: Match the country code of each number to the destination number’s country. With Outbound Dialer campaigns, this may be done automatically by enabling the Use local Caller ID option when you create the campaign.
• Destination Code: Match the national/regional prefix (for finer-grained targeting). With Outbound Dialer campaigns, this may be done automatically by enabling the Use local Caller ID option when you create the campaign.
• Random: Selects any available Caller ID from the group. With Outbound Dialer campaigns, this may be done automatically by disabling the Use local Caller ID option when you create the campaign.
• Static: Uses the same number for all calls.

Select the group type that best fits your outreach goals or regional compliance requirements.
See:

• Caller ID Groups
• Adding a new campaign
• Caller ID risk check
• How to enable outgoing calling
• Numbers
• ASR per Caller ID
• ASR By Caller ID By Country
• Redial Counter
• How to set up your contact center
• CRM integration overview
• Users: Granting Outgoing Call Permissions to a User

Q: How do I use dialing prefixes without Cut prefix to select Caller ID groups by destination?

A: Use regular Caller ID groups with prefixes that match the start of the dialed number. In this setup, the prefix is part of the destination number and is used to automatically select the appropriate Caller ID group.

Unlike Cut prefix groups, these prefixes are not removed. The full number is dialed exactly as entered.

Watch this video to learn more:

What this setup is for

• Automatically select a Caller ID based on the destination number
• Show local or region-specific Caller IDs for different countries or areas
• Refine Caller ID selection using more specific prefixes

How it works

When an agent dials a number, Voiso checks if the number starts with a prefix that matches a regular Caller ID group.

If a match is found:

• The matching Caller ID group is applied automatically
• The full number is dialed without modification

If multiple prefixes match, the longest matching prefix is used.

Example

You can create multiple Caller ID groups with increasing specificity:

• 44 -> United Kingdom group
• 4420 -> London group
• 4420794 -> Central London group (the longest match for the three Caller ID groups beginning with 44)

If an agent dials 442079412345

Voiso selects the most specific match:

• 4420794 -> Central London group

The full number is dialed as: 442079412345

When to use this approach

Use regular Caller ID groups when:

• The prefix is part of the actual phone number
• You want Caller ID selection to happen automatically
• You need location-based Caller ID behavior
• You are working with valid E.164 numbers

Important notes

• Prefixes must match the start of the dialed number
• The full number must remain valid for dialing
• Do not enable Cut prefix for these groups
• Use the longest matching prefix to control specificity

Troubleshooting

Q: The wrong Caller ID is used
A: Check for overlapping prefixes and confirm that the most specific prefix is configured correctly

Q: The default Caller ID is used instead of a Caller ID group
A: Confirm that the dialed number matches a configured prefix for a regular Caller ID group and that the group is assigned to the agent’s team.

If no prefix match is found, or if the matching group is not available to the agent, Voiso uses the user’s default Caller ID or the contact center’s default Caller ID group.
Q: Calls fail when dialing
A: Confirm the number is in a valid format and that no digits have been removed

Q: How do I use Caller ID groups with dialing prefixes while keeping dialed numbers clean?

A: Use Cut prefix in your Caller ID configuration to allow agents to enter a short dialing code to select a Caller ID group, without affecting the number that is dialed.

With this setup, the prefix is used only to identify the Caller ID group and is removed before the call is placed. This ensures that calls are dialed using a valid number format while still allowing flexible Caller ID selection.

Watch this video to learn how to create and use Caller ID groups with the Cut Prefix option enabled:

What this setup is for

• Let agents use short dialing codes to select a Caller ID group
• Avoid switching Caller ID groups manually in Agent Panel
• Ensure outbound calls are dialed using valid numbers
• Keep Call Detail Records clean and consistent

Before you start

• Define the dialing prefix for each Caller ID group
• Ensure prefixes are unique and do not overlap
• Confirm teams are assigned to the required Caller ID groups
• Confirm you have permission to manage Caller ID groups

Configure Caller ID groups

1. Navigate to Outbound > Caller ID groups
2. Create a new group or edit an existing one
3. Assign the Caller IDs you want to use
4. Enable Cut prefix
5. Enter the prefix agents will dial to select this group
6. Save your changes

How it works

When an agent dials a number with a prefix:

• The prefix identifies the Caller ID group
• Voiso removes the prefix before dialing
• The call is placed using only the destination number

Example where 011 us the prefix to select the Caller ID group:

01114165551234 -> 14165551234

Validate the result

• Place test calls using the configured prefix
• Confirm the correct Caller ID is applied
• Confirm the call connects successfully
• Check Call Detail Records to confirm only the destination number is stored

Important notes

• The prefix is not part of the phone number
• If the prefix is not removed, the call may fail due to invalid number format
• Prefix matching is literal and applied from the start of the number
• Use the shortest unique prefix to avoid conflicts

Number visibility

Cut prefix ensures the dialing prefix is not included in the number.

If you need to control whether users can see phone numbers at all, use number masking in Security Access Groups.

Troubleshooting

Q: Calls fail when using a prefix
A: Confirm Cut prefix is enabled and that the remaining number is a valid destination number

Q: The wrong Caller ID is used
A: Confirm the prefix matches the correct Caller ID group and check for higher priority rules

Q: The prefix appears in call data
A: Confirm Cut prefix is enabled and correctly configured

Q: Can I use the same Caller ID for both Dialer and manual outbound calls?

A: Yes. You can assign the same Caller IDs to your Dialer campaign settings and to user profiles for manual or click-to-call outbound calls. Voiso will apply the appropriate Caller ID automatically based on the call type.
See:

• Adding a new campaign
• Users: Granting Outgoing Call Permissions to a User
• Caller ID Groups

Q: How do I select the right Caller ID set for a Dialer campaign?

A: For a Dialer campaign, you’ll want a Caller ID set that aligns with the dial list’s destination region and ensures high answer rates. Use the Caller ID sets feature in the campaign setup:

Create one or more sets under the “Caller ID sets” section so numbers rotate automatically.
For multi‑country campaigns, enable Use local Caller ID so contacts see numbers matching their country/region.

See: Adding a New Campaign: Caller ID sets

Q: When should I use “Caller ID sets” vs. individual Caller IDs in a campaign?

A: Use a Caller ID set when a campaign needs multiple numbers rotated for the same contact list, especially for large lists or repeat dials. Individual Caller IDs are fine for smaller, manual calls. Key considerations:

• For Dialer campaigns, add multiple numbers into sets to distribute load and reduce number fatigue.
• For manual or click‑to‑call, assigning a single Caller ID to user profiles may be sufficient.
• Always check number reuse and overlapping assignments using the Numbers inventory.

See: Adding a New Campaign: Caller ID sets and Numbers

Q: Why is it important to monitor ASR by Caller ID when using different Caller ID groups?

A: Monitoring ASR (Answer‑Seizure Ratio) per Caller ID helps you evaluate whether a particular number or set is underperforming, perhaps due to regional dialing, spam flags, or poor number reputation. By generating the ASR by Caller ID report, you can:

• Compare answer rates across different Caller IDs and destinations.
• Identify numbers with low ASR and swap them out of outbound campaigns.
• Adjust Caller ID group usage to optimize region‑specific dialing.

See: ASR by Caller ID By Country

Q: How do I check if my Caller IDs are being flagged as spam?

A: Use Caller ID Risk Check to scan your Caller IDs against spam databases. You can check numbers manually or schedule automated checks for:

• Caller ID groups
• Individual agent-assigned Caller IDs
• Dialer campaign Caller IDs

This helps ensure higher answer rates and protects your reputation.
See: Caller ID risk check

Q: What are the risks of using a Caller ID number that’s flagged or overused?

A: A flagged Caller ID (e.g., marked as telemarketing or fraud by carriers) or one used excessively can lead to low answer rates, call blocking, or carrier filtering. To mitigate this:

• Run the Caller ID Risk Check tool to prevent using flagged numbers.
• Maintain a healthy pool of numbers in each Caller ID group for rotation.
• Monitor answer‑rates per Caller ID and retire numbers that drop below thresholds.

See: [Caller ID Risk Check]/v1/docs/outbound-caller-id-risk-check) and Adding a New Campaign: Caller ID sets

Q: What should I check when assigning Caller IDs for manual or click‑to‑call outbound calls?

A: For manual dialing or CRM click‑to‑call, you're looking for Caller IDs that are trusted, recognizable and regionally appropriate. Steps include:

• Use a Caller ID group designed for your outbound team with numbers mapped to their contact region.
• Ensure users have permission for manual outbound calling and the right Caller ID group assigned to their profile.
• Run the Caller ID Risk Check tool to validate that numbers aren’t flagged as spam or fraud before dialing.

See: How to Start Making Calls
See also: Caller ID Risk Check

Q: What is the difference between Cut prefix and number masking?

A: Cut prefix and number masking both affect how numbers are displayed, but they serve different purposes.

Cut prefix removes a dialing prefix used to select a Caller ID group. This prefix is not part of the destination number and is removed before the call is dialed, so only the clean destination number is sent and displayed. See: Caller ID groups.

Number masking controls whether users are allowed to see the full phone number at all. Depending on permissions, the number may be replaced with an account ID or a Hidden number placeholder. See: Number masking.

When to use Cut prefix

Use Cut prefix when you:

• Use short dialing codes to select a Caller ID group
• Want to ensure those codes are not included in the dialed number
• Need to maintain valid number formatting for outbound calls
• Still want the full destination number to be visible

Example:

If the agent dials 011 to specify that a Caller ID from the 011 Caller ID group is used, the cut prefix option removes the 011 prefix before the number is dialed.

01114165551234 -> 14165551234

When to use number masking

Use number masking when you:

• Need to restrict access to phone numbers for security or compliance
• Want to prevent agents or users from seeing contact numbers
• Control visibility through Security Access Group permissions

Example:

When a number is dialed using click-to-call or direct dialing and number masking is enabled for certain roles, the dialed number is not displayed to users assigned those roles:

14165551234 -> Hidden number or an account ID

Key differences

• Cut prefix removes a dialing code before the call is placed

• Number masking controls whether the number is visible

• Cut prefix is configured in Caller ID groups

• Number masking is configured in Security Access Groups

• Cut prefix applies only to the dialing prefix used to select a Caller ID group

• Number masking applies to the full number

Can they be used together?

A: Yes. If both are configured:

• Cut prefix removes the dialing prefix before the call is placed
• Number masking then determines whether the number is shown or hidden