Caller IDs

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.

FAQs

Q: How do I configure Caller ID so local numbers display without destination/category/regional prefixes?

A: Use Cut prefix in your Caller ID configuration. This removes a specified prefix from numbers so agents, contacts, and your CDR see only the clean dialed or calling number. Use this feature for calls related to your main destinations.

Presenting local numbers without destination/category/regional prefixes helps boost answer rates and trust, since contacts see a familiar, clean caller ID. It also keeps internal routing logic private, reduces confusion for agents and customers, and produces consistent CDR/reporting data that’s easier to search, match, and analyze.

Where to set it (Caller ID groups)

1. Navigate to Outbound > Caller ID groups.
2. Click Add Caller ID group or edit an existing group.
3. Enable Cut prefix and enter the exact prefix to remove, including:
   1. (e.g., 0, 00, 9, or your category code).
4. Save and test with a small call set.

What it affects

• Agent Panel / contact CLI / CDR: the displayed number appears without the configured prefix.

Limitations & tips

• Dialer Caller ID sets: Cut prefix is not available on sets. For Dialer campaigns, ensure the numbers you include in Caller ID sets are already stored without routing/category prefixes (or handle routing prefixes at the trunk/provider level rather than embedding them in the number).
• Prefix matching is literal and from the start of the number—use the shortest unique prefix to avoid removing valid digits.
• If you use multiple prefixes, keep separate groups or standardize on one prefix per scenario.

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: 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