Overview
Area Code Based Caller ID, sometimes called Local Presence, is a feature that allows you to control the Outbound Caller ID based on the Area Code of the Lead that is being dialed. As long as you own the Area Code, this feature will match the Area Code displayed by the system to that of the Area Code being dialed.
Below are some features within the List-Based ACID settings that will help the Administrator manage their ACID List better. This can increase the chances of Leads answering the phone since the Area Code of the Caller ID is near their location and will help lower Agent wait time.
Contents:
- Configure Area Code Calculation
- What is Caller IDs Preview?
- Manage Linked Campaigns
- What is Area Code Coverage?
- Calculate Total Caller IDs in your ACID Lists
- Deleting an ACID Entry
Configure Area Code Calculation
1.) Click the Call Center main menu.
2.) Click the List Based ACID menu option.
The Show ACIDs page will open.
3.) Access the settings page by clicking the Name of the List Based ACID.
The ACID Settings page will open on the Inbound Numbers Used tab.
4.) Set the Area Code Calculation.
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(A) Area Code Calculation:
- Proximity - will subsidize the area codes with a limited amount of DIDs to provide up to the average amount of DIDs per area code.
- Standard - will try to use Area Codes that match when dialing Leads. For Area Codes with no DIDs, it will rotate through all DIDs owned.
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Neighboring - will bypass the DIDs owned for the area code and assign DIDs from
neighboring area codes.
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(B) Area Code Radius:
This drop-down is only available for Proximity and Neighboring so that you can specify the size of your Radius in miles. The best Radius for your Company is determined by your vertical.- For companies in the Home Improvement Vertical, a 50-mile radius is the best option, as service is the determining factor.
- For other nationwide companies, the best option is the max Radius.
5.) Click the blue Apply Changes button.
What is Caller IDs Preview?
This tab previews what Caller IDs will be used based on the Area Code Calculation and Area Code Radius settings.
Standard Preview
This Area Code Calculation will try to use Area Codes that match when dialing Leads. For Area Codes with no DIDs, it will rotate through all DIDs owned.
Proximity Preview
This Area Code Calculation will subsidize the Area Codes with a limited amount of DIDs to provide up to the average amount of DIDs per area code.
- The example has the Area Code Radius set to 50.
- The system added the Area Codes within the set proximity Radius.
- (A) Area Codes 201 and 212 are within a 50-mile radius of 917.
- (B) Area Code 220 is within a 50-mile radius of 419.
Neighboring Preview
This will have the system primarily use the next or closest Area Code. If there is no neighboring Area Code, it will use the same one.
- The example has the Area Code Radius set to 25.
- The system added the Area Codes within the set proximity Radius.
- (A) Area Code 213 is within a 25-mile radius of 424.
- (B) Area Code 224 is within a 25-mile radius of 815.
- (C) Area Code 256 is within a 25-mile radius of 938.
Manage Linked Campaigns
In the Linked Campaign tab, the name of the Campaign currently using the List Based ACID as Custom Caller ID is displayed.
- Clicking the name of the Campaign will direct you to the configuration settings for that Campaign.
- You can also use the Action drop-down in the Action column and select Edit to access the Campaign General Settings.
What is Area Code Coverage?
Area Code Coverage is a function for your List Based ACID that helps determine if the number of DIDs in your ACID List is enough for the number of calls or Leads you make every day.
- To learn more about running and reading the Area Code Coverage report, see Using Area Code Coverage.
Calculate Total Caller IDs in your ACID Lists
On the Show ACIDs page are the Calculate Total Caller IDs in ACID Lists button and Total Caller IDs Allowed. Together, these tools help you track your total Caller IDs across all ACID Lists and ensure they do not exceed 175,000.
- Click Calculate to see your current total.
Deleting an ACID Entry
Sometimes, you may want to delete individual DIDs from an ACID List. Deleting DIDs with a poor Caller ID Reputation from your ACID Lists will ensure they are no longer used for dialing out to new Leads. However, they will remain Active in your Account for older Leads to call Agents back.
1.) Click the Call Center main menu.
2.) Click the List Based ACID menu option.
The Show ACIDs page will open.
3.)Access the Settings page by clicking the Name of the List Based ACID.
4.) To delete an ACID entry within the list, click the Minus(-) Sign button in the Delete column.
Note: This is irreversible.
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