Caller IDs

Updated: December 10, 2024

Caller ID is a feature that's used to identify a caller. This includes a phone number and may include a name. When phone numbers are acquired from the Phone Numbers (DIDs) page, their caller IDs are created and displayed on the Caller ID's page.

If you haven't read our Phone Numbers (DIDs) article, it'll be helpful to click the article link now and have it open for reference.

Go to: PBX > Caller IDs

The Caller IDs and DIDs pages work together to ensure caller IDs are in proper use. The Caller IDs page focuses mainly on the external services such as phone number selection, accurate caller ID display, provide caller ID usage stats, etc. The DIDs page focuses mainly on internal routing and functionality such as setting internal destinations, inbound ring times, blocking anonymous inbound calls, etc.

Purchase and One Click Bulk Ordering

Since the DID and the caller ID pages go hand-in-hand, purchasing caller IDs from the Caller ID's page or DIDs from the Phone Numbers (DIDs) page is the same.

Purchase. This feature allows for the purchase of one or many caller IDs from a selection of available states and area codes within the US.

One Click Bulk Ordering. This feature allows for bulk ordering one number from each state or one number from each area code within the US.

Click Purchase or One Click Bulk Ordering to begin, then click Phone Numbers (DIDs) to learn more about these processes.

Test Selection

After acquiring caller IDs, this feature can be used to create a call simulation based on the values given in the entries. It provides a breakdown of the caller ID selection flow.

Click Test Selection.

This feature helps to troubleshoot any discrepancies in displaying caller IDs. The example below has values in every field, but the only required value is the "Destination Phone Number." Different combinations can be tested to see what caller ID is displayed based on the entered values.

Sample Test Selection and Results



Sample test results below.




Edit Table

This feature allows for the editing of the caller ID table shown on the main Caller IDs page.

Click Edit Table.

This feature is designed to help managers arrange and view certain columns as they see fit. By clicking and holding any of the columns, they vertically slide and set on the table when released.

• The first two rows at the top can be locked in place by enabling the "Lock Column" checkboxes. This allows the columns to remain fixed as you scroll horizontally on the main page. The two "Lock Column" columns can also be changed by first having the checkboxes disabled and then sliding any column into either of the two positions to replace them.
• Columns can be removed by clicking the X on the right side of the row. When columns are removed, they're hidden and placed within the "Columns" drop down menu. Additionally, items within the "Columns" drop down menu can be added or re-added to the table. Click the "Column" drop down menu, select the column(s) and click + Add Columns. They'll be placed last (bottom of the Edit Table window) on the main caller IDs page.
  

Click Save to finish.

Filter Options

This feature allows the user to set query parameters and search for certain caller IDs.

Click Filter Options.

The Filer Options table provides several filter options to query. After making selections, click Filter Results to run the query.

Caller IDs Main Page

Name. The internal name of the Caller ID (this is not the CNAM).

Phone Number. The caller ID number.

State. The state of the caller ID.

Reputation. If any carrier or spam filter service reports/flags a caller ID, it will be displayed as having a negative reputation here. A positive reputation displays an empty field.

Destination. This refers to the internal destination within Call Tools such as queue, phone, agent, voicemail, etc.

Calls. This reflects the number of calls the caller ID has had in total.

Calls This Hour. This reflects the number of calls made within the hour.

Calls Today. This reflects the number of calls made today.

Last Call Outbound. This timestamp reflects the last time the caller ID was used on a call.

SMS Enabled. When caller IDs are being acquired, there is an option to have them SMS-enabled. If they are enabled, this column will display a green checkmark.

SMS Sent. This reflects the total number of SMS sent using the caller ID.

SMS Sent Today. This reflects the number of SMS sent today.

Campaign Enabled. In the "Edit Caller ID" window, if the "Campaign Enabled" feature is enabled (checked), this column will display a green checkmark. When enabled, it allows the system to use the caller ID by any campaign (if a contact-level caller ID has not already been set).

Stir/Shaken Attestation. Stir/Shaken is an industry standard that verifies caller ID authentication. Since we are Stir/Shaken provider, we can provide "attestation" when calls are placed through our system.

Created On. This refers to the date the caller ID was created.

Shortcut Links. Click the 3 vertical dots to extend the menu:

• View Phone Number/DID Settings For This Caller ID. This option opens the "Edit Phone Number (DIDs)" window. Internal settings such as destination, hold music, inbound ring time, etc.
• Set As Account Default Caller ID. The options sets this caller ID as the account's default caller ID. For example, if caller IDs from a caller ID strategy cannot be used, this one can be used.
• Set As Default Caller ID for User's Phones Without a Default Caller ID. If an agent doesn't have a set caller ID, this one can be used.
• View Caller ID Groups For This Caller ID. If this caller ID belongs to any group(s), this window display which group(s) it's a member of. Additionally, they can be added or removed from groups from this window as well.

Controls. This column displays options to "Edit," "Delete," and check the reputation of the caller ID by clicking the magnifying glass icon.

Edit

Click Edit under the "Controls" column on the main page.

Name. This is the internal name of the caller ID.

Phone Number. This reflects the caller ID.

CNAM. The Caller ID Name is a feature that can display alpha-numeric text. While it's not a guarantee that this text will be displayed on the callee's phone, the option is available.

Campaign Enabled. When enabled (checked), this caller ID can be used with a campaign (if a contact-level caller ID has not already been set).

• For example, a contact-level caller ID is set when an SMS is sent to the contact for the first time or if an automation "Create Personalize Action" sets an override.

Caller ID Reputation Management

Go to: Account > Settings > Voice/Messaging Default Settings

Our platform assists managers in overseeing caller ID reputations. By enabling "Caller ID Reputation Email Alerts" and "Caller ID Reputation Auto Campaign Disable," managers can stay on top of caller ID standings.



10DLC

10DLC (10-Digit Long Code) is a messaging standard created to support Application-to-Person (A2P) SMS and MMS messaging. It provides businesses with a reliable, scalable, and compliant way to communicate with their customers via text messaging.

Note: It's important that businesses register their numbers with the "Campaign Registry" to ensure that legitimate business messages reach recipients without issues.

Click on this 10DLC article to read more about this important feature.

Conclusion

Caller IDs also work in conjunction with the Caller ID Groups and Caller ID Strategies pages. As mentioned, these features work together to ensure best practices are in use for better communication with contacts. An important idea we stress is the proper use of caller ID that avoids flagging, and there are many strategies to do so.

Speak with our support team to go over what strategies can best help your business thrive and get the most out of your caller IDs.