--- title: "Caller ID groups" slug: "outbound-cid-groups" description: "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." tags: ["Outbound", "click-to-call", "cid group", "click2call", "CID", "click to call", "Caller ID", "dialed number", "outgoing"] updated: 2026-04-17T14:58:52Z published: 2026-04-17T14:58:52Z canonical: "docs.voiso.com/outbound-cid-groups" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Caller ID groups **Who should read this article**: Administrators Caller IDs identify the origin of outbound calls made from your contact center. Caller ID groups let you control which number is displayed to contacts and recorded in Call Detail Records (CDR), based on how agents dial and how you configure group rules. ## Introduction To place outbound calls, your contact center needs at least one [phone number](/v1/docs/inbound-inbound-numbers) and at least one Caller ID (CID) that carriers accept as the call origin. CIDs are used for [manually dialed](/v1/docs/agent-panel-outbound-calls) and [click-to-call](/v1/docs/crm-integration) calls made through **Agent Panel**. Note Caller IDs for [Dialer campaigns](/v1/docs/outbound-dialer-adding-a-new-campaign) are configured separately in the **Add/Edit campaign** page and follow a different priority. Tip You can [buy numbers](/v1/docs/inbound-inbound-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. Caller ID groups are applied through two mechanisms. - Cut prefix CID groups are selected by agents in **Agent Panel**. Agents dial a short prefix before the destination number to force a specific outbound Caller ID. The prefix is removed before the call is dialed, so only the destination number is sent to the carrier and shown in **Agent Panel** call history and in the CDR. - Regular CID groups are applied automatically. If the dialed number starts with a configured group prefix, Voiso uses a Caller ID from that group. The prefix is not removed from the dialed number. Both group types are scoped by [teams](/v1/docs/users-teams). Team assignment determines which groups can be applied to a user and which cut-prefix groups are available to select in **Agent Panel**. Tip Selecting **Default** in **Agent Panel** disables cut-prefix selection and returns the agent to automatic Caller ID selection based on regular CID groups. If an agent is not assigned to a team with a regular CID group, their personal CID (if configured in their user profile) or the default contact center Caller ID is used. ## How Caller ID selection works This section summarizes the selection logic for manual dial and click-to-call calls made through **Agent Panel**. ### CID group types #### Cut-prefix CID groups A Cut prefix CID group is a group where **Cut prefix** is enabled in the group settings. - Agents can select only cut-prefix groups in **Agent Panel**. - Agents can also dial the cut-prefix manually before the destination number. - When the cut-prefix is used, it is removed before the call is dialed. Only the destination number is sent to the carrier and shown in **Agent Panel** call history and in the CDR. Watch this video to learn how to create and use Caller ID groups with the **Cut Prefix** option enabled: [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Using%20Cut%20prefix%20to%20select%20Caller%20ID%20groups%20without%20affecting%20dialed%20numbers.mp4) Note Cut-prefix groups have the highest priority in Caller ID selection. #### Regular CID groups A regular CID group is a group where **Cut prefix** is *not* enabled. - Regular groups are not selectable in **Agent Panel**. - Regular groups are applied automatically if the dialed number begins with the group prefix. - The prefix, if defined in the CID group, is not removed from the dialed number. When multiple regular group prefixes match, the *longest matching prefix* is used. Watch this video to learn how to create and use Caller ID groups with the **Cut Prefix** option disabled: [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Using%20dialing%20prefixes%20to%20select%20Caller%20ID%20groups%20automatically.mp4) Tip A Caller ID group is used only if at least one team is assigned to it. If a group has no teams assigned, it will not be used for any calls. This can be helpful for drafting or keeping backup groups that you enable later by assigning teams. The exception is the Default Caller ID group, which applies automatically when no other Caller ID rules apply. ### Priority order For manual dial and click-to-call calls made through **Agent Panel**, Caller ID selection follows this order. 1. Dialed cut-prefix CID group 2. Selected cut-prefix CID group in **Agent Panel** 3. Regular CID group prefix match 4. User default Caller ID, configured on the user's profile 5. Default Caller ID group Tip If a dialed number matches a regular CID group prefix available to the agent, the call uses a Caller ID from that group. The agent’s user default Caller ID is applied only when no cut-prefix group is used and no regular group prefix matches the dialed number. ### Team assignment behavior Team assignment determines whether a CID group can apply to an agent. A Caller ID group is used only if at least one team is assigned to it. - If an agent is not part of a team assigned to a regular CID group, that group is not used for the agent’s calls, even if the dialed number matches the prefix. - If an agent is not part of a team assigned to a cut-prefix CID group, the group is not available in **Agent Panel**, and the cut-prefix is not removed if the agent dials it manually. Note One team cannot be assigned to multiple CID groups with the same prefix. ### Dialing and display behavior #### What is a prefix In Caller ID groups, a prefix is a set of digits used to identify how a Caller ID group is applied. - In cut-prefix groups, the prefix is a short dialing code that the agent enters before the destination number to select a specific Caller ID group. This prefix is not part of the destination number. - In regular groups, the prefix is matched against the start of the dialed number to select the group automatically. #### What Cut prefix does Cut prefix removes the cut-prefix digits before the call is dialed. - Agent dials 0077273505282 - Cut-prefix group prefix is 00 - The prefix 00 is used to select the Caller ID group - The call is placed as 77273505282 The number shown in **Agent Panel** call history and in the CDR reflects the destination number without the prefix. Tip Use cut-prefix combinations that start with 0 to reduce the risk of conflicting with real country codes. ### Number selection within a CID group If you add multiple Caller IDs to a CID group, Voiso selects one number from the group for each call. Selection is from the available numbers in the group. Some cut-prefix CID groups also use the **Country prefix** section to select a different Caller ID for specific destinations. Tip The **Country prefix** option is not available to be set for a CID group until the group has been added and saved. ### Caller ID group tutorial Watch the following tutorial video to learn how Caller IDs are selected both automatically by Voiso and manually by agents. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/How%20Caller%20ID%20Groups%20Work.mp4) ### Assigning an individual Caller ID to a user If you want to assign an individual Caller ID for a user, add the number to the **Caller ID** field in the [user's profile](/v1/docs/users-users). For more information, refer to [Caller IDs](/v1/docs/caller-id-faq#q-how-do-i-assign-a-dedicated-caller-id-to-each-user) ## Creating a CID group To create a new Caller ID (CID) group, from the Voiso navigation bar, navigate to **Outbound > Caller ID groups**. ![Outbound Caller ID Groups Default View](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Outbound%20Caller%20ID%20Groups%20Default%20View.png) 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](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Outbound%20CID%20Groups%20Add%20Caller%20ID%20Group%20Default%20View.png) | # | Feature | Description | | --- | --- | --- | | 1 | [General](/v1/docs/outbound-cid-groups#general) | Information used to identify the CID group in other Voiso UIs and specify the group's behavior. | | 2 | Label | A unique identifier for the group displayed in menus whenever a CID group is required to be specified. | | 3 | prefix | The dialing prefix for your system, business process, or country code for the numbers in the CID group. **Tip:** start your prefix with a `0` to avoid overlapping with real country codes. | | 4 | Cut prefix | Select **Cut prefix** to remove the specified prefix before dialing. The prefix is used to select the Caller ID group, and only the destination number is sent and then displayed in the [CDR](/v1/docs/reporting-cdr). | | | ASR performance optimization | Caller IDs in this group will be monitored by the [ASR performance optimization feature](/v1/docs/asr-performance-optimization) based on the **Max dialing attempts** and **Replacement interval** defined in **[System settings](/v1/docs/administration-system-settings#asr-performance-optimization)**. When a threshold is reached, the Caller ID is automatically replaced in all associated campaigns and Caller ID groups. | | 5 | [Teams](/v1/docs/outbound-cid-groups#teams) | Specify the [teams](/v1/docs/users-teams) that use the CID group for outgoing calls. | | 6 | [Caller ID](/v1/docs/outbound-cid-groups#caller-id) | The list of CIDs included in the CID group. | | 7 | [Select existing Caller ID](/v1/docs/outbound-cid-groups#select-existing-caller-id) | Click to display the **Select Caller ID** panel, which enables you to select from the [numbers](/v1/docs/inbound-inbound-numbers) you own. | | 8 | [Add 3rd-party Caller ID](/v1/docs/outbound-cid-groups#add-3rdparty-caller-id) | Click to display the **Enter Caller ID** panel, which enables you to specify third-party numbers that you own manually. | | 9 | Save | After adding all the required information, click to create a CID Group. | ### General The **General** section defines how the CID group is identified and how it behaves. #### Label In the **Label** field, enter a unique name for the CID group. #### Prefix In the **Prefix** field, enter the prefix used to identify the CID group. Regular Caller ID groups can also be used to automatically select a Caller ID based on the destination number. In this setup, the prefix is part of the dialed number and is not removed. When an agent places a call, Voiso compares the start of the dialed number to the prefixes configured in regular CID groups and applies the matching group. If multiple prefixes match, the longest matching prefix is used. This allows you to define broad and specific destination rules, such as country, city, or regional prefixes, while ensuring the full number remains valid for dialing. #### Cut Prefix Select **Cut prefix** to create a cut-prefix CID group. When a cut-prefix CID group is used, the prefix is removed before the call is dialed. Only the destination number is sent and shown to agents and in the CDR. #### ASR performance optimization The **ASR performance optimization** is enabled by default for new Caller ID groups when this feature is enabled in **[System settings](/v1/docs/administration-system-settings#asr-performance-optimization)**. Refer to [ASR performance optimization](/v1/docs/asr-performance-optimization) for more information. ### Teams To specify which teams can use the CID group, in the **Teams** section, click **Edit**. ![Outbound CID Groups Edit Teams Panel](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Outbound%20CID%20Groups%20Edit%20Teams%20Panel.png) In the **Edit teams** panel, select **All teams** or one or more teams, then click **Save**. Tip A Caller ID group is used only if at least one team is assigned to it. If a group has no teams assigned, it will not be used for any calls. This can be helpful for drafting or keeping backup groups that you enable later by assigning teams. The exception is the Default Caller ID group, which applies automatically when no other Caller ID rules apply. ### Caller ID Use the **Caller ID** section to add Caller IDs to the group. You can add existing [numbers](/v1/docs/inbound-inbound-numbers) you bought from Voiso or add third-party numbers you own. #### Select existing Caller ID To add numbers you bought from Voiso, click **Select existing Caller ID**. In the **Select Caller ID** panel, select the numbers you want to add to the CID group, then click **Save**. ![Outbound CID Groups Select Caller ID Group Panel]([https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Outbound%20CID%20Groups%20Select](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Outbound%20CID%20Groups%20Select) Caller ID Group Panel.png){height="" width=""} #### Add 3rd-party Caller ID To add third-party numbers you own, click **Add 3rd-party Caller ID**. In the **Enter Caller ID** panel, enter the numbers you want to add to the CID group, then click **Save**. ![Outbound CID Groups Enter Caller ID Group Panel]([https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Outbound%20CID%20Groups%20Enter](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Outbound%20CID%20Groups%20Enter) Caller ID Group Panel.png){height="" width=""} ### Country prefix The **Country prefix** section is available only after you create and save a Caller ID group with **Cut prefix** enabled, then reopen the group for editing. Use this section to define which Caller IDs should be used when agents place calls to specific destination countries while using this group. How it works: - Agents use the group by selecting it in **Agent Panel** or by dialing the group cut prefix (dialing code) before the destination number. - Voiso removes the dialing code, then reads the destination country from the remaining number. - If a matching country entry exists in **Country prefix**, Voiso selects a Caller ID from that country entry. - If no matching country entry exists, Voiso selects a Caller ID from the main **Caller ID** list for the group. Use this when you need one dialing code for the group, but different outbound Caller IDs per destination. For example, the group can use a general Caller ID by default, but use a separate Caller ID automatically for calls to Canada or the UK. #### Add country prefix To add a destination country entry, in the **Country prefix** section (1) click **Add country prefix** (2), select the country from the **Add country prefix** dialog box, then add one or more Caller IDs for that country: - **Select existing Caller ID** (3) adds a number you already own in Voiso. - **Add 3rd party Caller ID** (4) adds a number you own outside Voiso. ![CallerIDGroups Edit Caller ID Groups Country Prefix Section](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/CallerIDGroups%20Edit%20Caller%20ID%20Groups%20Country%20Prefix%20Section.png) Note If multiple Caller IDs are added under a country entry, Voiso selects one number from the available Caller IDs in that country entry for each call. CID. The identification phone number used for an outbound call. The number that is displayed to the call recipient. CIDs might become flagged by phone network providers if they are reported as SPAM or fraudulent. Cut prefix removes the Caller ID group prefix from the dialed number after a cut-prefix Caller ID group is applied, so agents and Call Detail Records show only the destination number. This lets agents dial a short prefix to force a specific Caller ID without storing or displaying that prefix as part of the number. A telephone prefix is the first set of digits after the country and area codes of a telephone number: country code + area code + prefix + subscriber number. The prefix is sometimes associated with a region (exchange) within the area represented by the area code. ## Related - [Teams](/users-teams.md) - [Users](/users-users.md) - [Call Detail Records overview](/reporting-cdr.md) - [Numbers](/inbound-inbound-numbers.md)