Engage Voice
Adding your Caller ID numbers to a lead list
Occasionally, you may want to display a different Caller ID to a lead than the single static Caller ID set up at the campaign level. For example, if your call center is in the Philippines and your agents are calling leads in Utah, you might find it helpful to display a local Utah-based phone number for the lead’s Caller ID.
Without a local Caller ID, you might end up confusing your leads when they see that international phone number. Plus, if any leads decide to call you back, they won’t have to dial internationally to reach you.
Our system provides you with settings that allow you to display alternate phone numbers when calling your leads. Before we go into the process, however, let’s discuss some important restrictions.
Caller ID restrictions
Please note that when using a different Caller ID than the number you’re actually calling from, industry regulations require that you take the following steps:
- You must ensure that the phone number you’re displaying actually belongs to you
- You must ensure that the phone number is active
- You must connect that phone number to an active inbound service; this can be a staffed call center with live agents or a connection to an active IVR that includes the following information:
- You must clearly state your business name during the call (whether via live agent or IVR)
- You must give the caller the option to join the DNC list during the call (whether via live agent or IVR)
Caller ID setup options
Now that you know the rules, let’s talk about the process. The first thing you’ll want to do is be sure you have a list of local phone numbers that correspond to the areas you’ll be dialing. Remember, these must be valid, active phone numbers, and they must belong to you!
You can obtain local area phone numbers either on your own or by contacting our Support team and requesting a Caller ID bucket. Let’s discuss both below.
Using your own Caller ID numbers
Please note that if you wish to use your own phone numbers, you will be responsible for manually assigning those phone numbers to your leads. To upload and map your existing Caller ID numbers to your lead list, take the following steps:
1. Open your lead list in your preferred spreadsheet-editing application.
2. Add an extra column to the list and use it to specify which Caller ID should be displayed for each lead.
3. Upload your lead list via the Add new list setting under the Loaded Lists section.
4. Navigate to the Preview tab in the Upload List window.
5. Select the Caller Id option located in the Destinations list at far left and map it to the column containing your Caller IDs.
6. Click Save to save your changes and exit the window.
And that’s it! Now, when your agents in the Philippines make calls to leads in Utah, the system will display those Utah-based Caller IDs you added to the lead list when it connects to those leads.
Removing Caller ID numbers from existing leads
If you wish to remove any Caller ID numbers from your existing leads, simply click the Remove Caller ID from Existing Leads setting located in red text in the lower right-hand corner of the same Local Caller ID Settings section in your campaign’s configuration settings.
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