Who should read this article: Administrators
Automatically rotate outbound Caller IDs using maximum dial attempts and replacement interval thresholds to sustain answer rates (ASR) and safeguard Caller ID health.
Introduction
ASR performance optimization helps maintain outbound performance by automatically replacing Caller IDs that have reached defined usage thresholds. When a Caller ID exceeds the configured limits, Voiso replaces it with another available number from your pool that uses the same country prefix.
You do not need to purchase a large reserve of numbers in advance. Voiso tracks available replacement numbers by country prefix and warns you when a destination-specific pool is running low or has no candidates left, so you can add numbers only when needed.
The feature applies to outbound calls made through Dialer campaigns, manual dialing, and click-to-call. It works across these workflows through Dialer campaign settings and Caller ID groups.
ASR and ACD are useful for monitoring and analysis, but they are not used as automatic replacement triggers. Instead, Voiso uses thresholds that you define on the Features tab of the System settings page:
- Max dialing attempts
- Replacement interval
- Replacement number alert
This approach gives you a clear and predictable way to manage Caller ID rotation.
How automatic Caller ID replacement works
When a Caller ID reaches either the maximum number of dial attempts or the replacement interval, Voiso automatically removes it from the affected outbound workflow and replaces it with an eligible candidate number.
To be used as a replacement, a number must:
- belong to the same country prefix as the replaced number
- be available in your number inventory
- not already be in use in other outbound logic
Voiso only uses eligible replacement numbers from your available pool. It does not purchase numbers automatically, and it does not remove replaced numbers from your number inventory. Replaced numbers remain on the Numbers page until you remove them manually if they are no longer needed.
Candidate number pools and country prefixes
ASR performance optimization/Caller ID replacement tracks replacement availability by country prefix, not across your full number inventory.
This means the system monitors whether enough unused numbers remain for the specific destinations where ASR replacement is active. For example, if only German Caller IDs are currently being used in outbound workflows, Voiso tracks the available German replacement pool. Italian or French numbers in your inventory are not counted unless those prefixes are also in active use.
This is important because replacement can continue only while eligible numbers remain for the same destination prefix.
You do not need to purchase a large reserve of numbers in advance. Instead, Voiso warns you when a destination-specific replacement pool is running low so you can add new numbers only when needed.
What happens when the pool runs low or becomes empty?
Voiso warns you when the number of available replacement numbers for a tracked destination prefix reaches the Replacement number alert threshold.
When this happens, you can purchase additional numbers for that destination before replacements cease.
If no eligible replacement numbers remain for a required prefix:
- the affected number cannot be replaced
- the number is flagged as requiring replacement
- automatic replacement for that prefix cannot continue until you add more numbers
The warning system built in to the Caller ID replacement logic gives you time to replenish the correct destination-specific number pool before outbound rotation stops for that prefix.
Warnings and notifications
ASR performance optimizations generate two types of messages to assist you in maintaining your pool of Caller IDs:
- warnings that your replacement pool is running low or empty
- notifications when a Caller ID is automatically replaced
Replacement pool warnings
Replacement pool warnings help you identify when the available number pool for a country prefix is approaching depletion or has no eligible candidates left.
These warnings appear as in-app notifications and can also be sent by e-mail, depending on your settings.
The warnings inform you of:
- how many eligible replacement numbers remain
- which country or prefix is affected
- when no further replacements can occur until additional numbers are purchased
Auto-replacement notifications
If the in-app notification option is enabled, Voiso displays a notification whenever a Caller ID is automatically replaced.
The notification identifies:
- the replaced number
- the replacement number
- the affected Dialer campaign or campaigns, if applicable
- the affected Caller ID group or groups, if applicable
It also includes links to the related numbers and a shortcut to the Numbers page.
Monitor affected numbers on the Numbers page
The Numbers page helps you identify numbers affected by ASR performance optimization. The page supports status-based filtering so you can focus on numbers that were auto-replaced or still require replacement. The page also shows warning indicators for numbers that are no longer in use as Caller IDs and for numbers that need replacement but have no eligible candidates available.
Use the Select status or statuses filter to focus on relevant numbers, such as:
- Replacement needed: the configured threshold was reached but no candidate number was available to replace it.
- Auto-replaced: Voiso already rotated it out of outbound use.
Using ASR performance optimization
To take advantage of this feature, first enable it in the ASR performance optimization section of the Features tab on the System settings page.
Next, ensure that you add sufficient numbers to your inventory to get started, using the Numbers page, to meet the limits defined by the Max dialing attempts and Replacement interval settings. Numbers that exceed these dialing or time limits are automatically replaced by other numbers with the same country prefix from your inventory.
Use the Select status or statuses filter on the Numbers page to view numbers that have been replaced or require replacement. If you have numbers with the Replacement needed status, it means that there are no longer numbers in your inventory that are available to replace them. You must add new numbers to ensure ASR performance optimization.
Alternatively, in System settings, you can enable the option to receive an email when your number inventory is low to remind your to purchase more numbers. Emails are automatically sent to any users whose email addresses are specified for low balance alerts on the Billing page when the Replacement number alert threshold is reached.
If you have enabled the in-app notification setting, an alert appears whenever a Caller ID is auto-replaced. It links to the replaced/replacement numbers, affected campaigns/groups, and Numbers.
Applying ASR performance optimization
You can control which Dialer campaigns and Caller ID group have ASR performance optimization applied to them when you create or manage them.
When ASR performance optimization is enabled in your system settings, all new Dialer campaigns have it active by default. You can manage this setting on the Add campaign page.
Similarly, when ASR performance optimization is enabled in your system settings, all new Caller ID groups have it active by default. You can manage this setting on the Add Caller ID group page.
Monitoring ASR
Supervisors and administrator can use Real-time dashboard widgets and Historical Reports to monitor ASR and Caller ID use.
Real-time dashboards
The following Real-time dashboard widgets monitor dialing attempts, answer ratio, unanswered calls, and ASR.
Historical reports
The following Historical reports monitor dialing attempts, answer ratio, unanswered calls, and ASR.
Campaign reports
The Dialer campaign report includes the following ASR related metrics:
- ASR
- Abandonment ratio
- ASR without AMD-answered