Caller ID groups

Who should read this article: Administrators

Caller IDs identify the origin of outgoing calls made from your contact center. Groups of Caller IDs enable you to have different IDs displayed each time a contact is dialed.

Introduction

To make outgoing phone calls, your contact center requires at least one phone number and at least one Caller ID (CID) to identify the origin your calls on a telecom network. Use CIDs for all of your contact center's manually dialed and click-to-call phone calls.

CID groups enable you to have multiple CIDs available for outbound calling. When calls are made by team members who are associated with a CID group, Voiso selects CIDs automatically, depending on the called region and whether the contact was called before.

You can buy numbers from Voiso for any location in the world and use these numbers for both your inbound and outgoing calls. Optionally, you may add third-party numbers for your CIDs and CID groups.

Creating a CID group

To create a new Caller ID (CID) group, from the Voiso navigation bar, navigate to Outbound > CID groups. The default CID group is anonymous. Most telecom networks do not allow calls from anonymous CIDs. Create CIDs and CID groups to ensure your outgoing phone calls are accepted on telecom networks.

To create a new group, click Add Caller ID group. The Add caller ID group page is displayed.

General

The General section of the Add caller ID group page enables you to define the general behavior of the CID group when used in other Voiso UIs.

In the Label field, provide a unique name for the CID group.

Use the Prefix field to define the dialing prefix for your system, business process, or country code for the numbers in the CID group.

Select Cut prefix to remove the specified prefix from numbers so that only the dialed number is displayed to agents, contacts, or in the CDR.

Teams

To specify which teams should use the CID group, in the Teams section of the Add caller ID group page, click Edit.

In the Edit teams panel, select All teams or one or more individual teams, then click Save.

Caller ID

Use the Caller ID section to add Caller IDs to the group. You can add existing numbers that you bought from Voiso or add third-party numbers that you own.

Select existing Caller ID

To add numbers that you bought from Voiso, click Select existing Caller ID. In the Select Caller ID panel, find and select the numbers that you want to add to the CID group. Click Save.

Add 3rd-party Caller ID

To add third-party numbers that you already own, click Add 3rd-party Caller ID. In the Enter Caller ID panel, enter the numbers that you want to add to the CID group. Click Save.