Caller ID Strategies

Updated: July 23, 2024

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Caller ID Strategies are configurations that determine how caller IDs are chosen for each call. Strategies are used to maximize caller ID use and minimize flagging from the carriers, which in turn improve answer ratios and extended use.

Click Create Caller ID Strategy to begin.



Name (Required). Create a name for the strategy.

Type. Type describes the caller ID strategy categories:

• Least Recent: Uses a caller ID with Last Outbound Dial = 0 or the caller ID least recently used.
• Automatic: Automatically searches and selects a caller ID:
• First attempt is region match.
• Second attempt is state match.
• Third attempt is random.
• Single: Uses a single caller ID.
• Area Code: Uses caller IDs that match the area code of the contact.
• Region: Uses caller IDs that match the general region of the contact.
• State: Uses caller IDs that match the state of the contact.

Caller ID  Group or Caller ID (Required). If "Least," "Automatic," "Area Code," "Region," or "State Match" types are selected, then a Caller ID Group must be used. If no caller ID group is selected, then all caller IDs within the account will be used. If "Single" type is selected, then only one caller ID is selected for use. 

Individual Caller ID Usage Frequency

Note: Using "Minutes Between Use," "Max Dials Hourly," and/or "Max Dials Daily," frequency settings without having enough caller IDs can slow your campaign down. Ensuring there are enough caller IDs available will depend on the strategy's frequency values. If there aren't sufficient caller IDs that are eligible for use, a warning is displayed on the campaign indicating the issue and the solution.

Minutes Between Use (Optional). This feature allows for a set number of minutes in between each caller ID number use. If left blank, no max is set.

• Use values: 1 - 10
• Example: "5" indicates that a caller ID number will allow at least five minutes to pass between call attempts. If a caller ID group is selected, each number follows the same rule.

Max Dials Hourly. This feature allows for a maximum number of dials to be set and used by a caller ID number within an hour before it's suspended until the next day for use by voice calls. If left blank, no max is set.

• Use values: 1 - 20
• Example: "10" indicates a caller ID will be used ten times before it's suspended. If the caller ID is used only nine times within an hour, it will not be suspended. If a caller ID group is selected, each number follows the same rule.

Max Dials Daily. This feature allows for a maximum number of dials to be set and used by a caller ID number within a day before it's suspended until the next day for use by voice calls. If left blank, no max is set.

• Example: "75" indicates a caller ID will be used one seventy-five times before it's suspended. If a caller ID group is selected, each number follows the same rule.

Max SMS Settings

Max SMS Daily. This feature sets the maximum number of SMS messages that can be sent by a caller ID number before it's suspended until the next day for use by SMS. This value cannot be left blank.

• Example: 200 indicates a caller ID will be send two hundred SMS messages before it is suspended. If a caller ID group is selected, each number follows the same rule.

Failover Strategy

Failover Caller ID Strategy. In the event caller IDs reach their hourly, daily, or SMS maximum use, a Failover Caller ID Strategy can be implemented. This is used to avoid dial interruption. The failover can be another caller ID group or a single caller ID as long as it does not include the same number(s) that reached their max.

Additional Settings

Override Contact Level Caller ID. When enabled, this option uses other caller IDs that are not a contact-level (personalized) caller ID. Keep in mind, overriding this could potentially cause confusion for the contact. However, it can be useful in other situations.

Deactivate Campaign on Empty. When enabled, this feature will deactivate the campaign if it cannot retrieve any other caller IDs that do not fall within this strategy and does not have a failover caller ID strategy selected.



Conclusion

Having a caller ID strategy is without question a crucial component of a successful campaign. Having sufficient caller IDs, along with a configuration that yields the desired results, is a step that is of utmost importance. For questions about this feature and for best practices that yield better results, contact our support team.