CID groups
  • 02 Nov 2023
  • 4 Minutes to read
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CID groups

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Article Summary

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.

Tip

CIDs for Dialer campaigns are specified separately in the Add/Edit campaign page.

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.

Tip

Refer to How to enable outgoing calling for more information about CIDs.

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.

Outbound Caller ID Groups Default View

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

Outbound CID Groups Add Caller ID Group Default View

#FeatureDescription
1GeneralInformation used to identify the CID group in other Voiso UIs and specify the group's behavior.
2LabelA unique identifier for the group displayed in menus whenever a CID group is required to be specified.
3prefixThe dialing prefix for your system, business process, or country code for the numbers in the CID group. Leave blank if the group contains CIDs for more than one country or region or if you do not need to dial a prefix for the numbers.
4Cut prefixSelect Cut prefix to remove the specified prefix from numbers so that only the dialed number is displayed to agents, contacts, or in the CDR.
5TeamsSpecify the teams that use the CID group for outgoing calls.
6Caller IDThe list of CIDs included in the CID group.
7Select existing Caller IDClick to display the Select Caller ID panel, which enables you to select from the numbers you own.
8Add 3rd-party Caller IDClick to display the Enter Caller ID panel, which enables you to specify third-party numbers that you own manually.
9SaveAfter adding all the required information, click to create a CID Group.

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.

Outbound CID Groups Add Caller ID Group General

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. Leave this field blank if the group contains CIDs for more than one country or region or if you do not need to dial a prefix for the numbers.

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.

Outbound CID Groups Edit Teams Panel

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.

Outbound CID Groups Select Caller ID Group Panel

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.

Outbound CID Groups Enter Caller ID Group Panel


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