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 and at least one Caller ID (CID) that carriers accept as the call origin. CIDs are used for manually dialed and click-to-call calls made through Agent Panel.

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 from Agent Panel call history and from 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. Team assignment determines which groups can be applied to a user and which cut-prefix groups are available to select in Agent Panel.

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 from the number shown in Agent Panel call history and in the CDR.

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.

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

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.

Dialing and display behavior

What is a prefix

In Caller ID groups, a prefix is a set of digits used as an identifier for selecting a group.

• In cut-prefix groups, the prefix is a combination the agent dials before the destination number to force a specific outbound Caller ID.
• 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 from what is shown to agents and what is recorded in the CDR after the group has been selected.

• Agent dials 0077273505282
• Cut-prefix group prefix is 00
• The number displayed and recorded is 77273505282

If an agent dials a number that begins with multiple cut-prefix combinations, only the first cut-prefix is applied.

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.

Creating a CID group

To create a new Caller ID (CID) group, from the Voiso navigation bar, navigate to Outbound > Caller ID groups.

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

General

The General section defines how the CID group is identified and how it behaves.

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

In the Prefix field, enter the prefix used to identify the CID group.

Select Cut prefix to create a cut-prefix CID group. When a cut-prefix CID group is used, the prefix is removed from the number shown to agents and from the CDR.

The ASR performance optimization is enabled by default for new Caller ID groups when this feature is enabled in System settings. Refer to ASR performance optimization for more information.

Teams

To specify which teams can use the CID group, in the Teams section, click Edit.

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

Caller ID

Use the Caller ID section to add Caller IDs to the group. You can add existing 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.

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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.

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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.