By default, the system will use the campaign caller id. If you would like your agents to display a different phone number when making a manual call, we can do that.
Note: In order for the system to know which Caller to follow when an Agent makes a manual call, you also need to change the Manual Caller ID setting within your Agent's ACL.
Here we will discuss how to set the caller ID for an agent when making a manual call.
From the Admin Dashboard, click on Account and then, click on Users.
In the Show Users Section, click on the Action Button, then select Settings from the drop-down.
Click on Agent Interface Option tab
Click on Select Agent ACL and select your desired existing Profile. You may also click on Create Profile if you want to create a new custom profile.
When using an existing Agent ACL, you may press the Edit Profile button to edit the User Agent Interface Options.
Scroll down to Allow Agent To Choose CID and set it to Yes
If admin wanted to use a static caller ID, scroll down to Manual Caller ID and select from the following options
- Use Campaign or List Defaults - follow the caller ID settings of the campaign or the list
- Use Agent Extension - the system will use the caller ID indicated in the Extension settings of the user. To configure the Agent's Caller ID under Users Extension settings. Please go to How to set up Agent Caller ID
Go back to Select Agent ACL and click the Save button to save the updated settings of the User Agent Interface Options.
Scroll down to the bottom and click on Apply Changes.
From the Dashboard, click on Account and select Extensions/Voicemails from the drop down.
In the Extensions section, click on Action Button then select Edit from the drop-down.
In Outbound Caller ID Phone type the caller ID for the agent.
In this example, Agent Caller ID is 8185824968
Scroll down and click on Apply Changes to save the settings.
Once the settings have been saved, the agent must log out and back in.
Agent now has ID right next to the Manual Call Icon
Click on ID and select the Caller ID agent needs to Use.
Click on the Manual Call Icon and the system will display the caller ID the agent has selected.