Caller IDs can also be set for individual agents when they perform a manual outbound call via the agent interface’s dialpad. You can configure a default Caller ID that is tied to each individual agent, or you can create one or more custom Caller IDs that any agent can choose from before making a manual outbound call.
Remember: If an agent performs a manual outbound call and neither a default nor custom manual outbound Caller ID number is configured, then the system will default to the Caller ID configured at the account level.
Now, for manual outbound dialing purposes, agents will be able to choose between the default Caller ID and a custom Caller ID via the Caller ID dropdown menu (located in the agent interface under the Manual Dial Settings section just below the dialpad). If an agent does not select a Caller ID from the dropdown list before manually dialing, the system will simply use the default Caller ID to display to the lead or customer.