General Information
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      Outbound Calls Caller ID Selection Rules

      How to select Contivio outbound caller ID

      • By default, if none of the below settings are set, the User Domain --> Trunk Group Selection will be enforced. 
        • The first number in the Trunk is the one set as the outbound caller ID.
      • Global Settings > Voice Connectivity > Dial Plans
        • Setting a specific Range start (area code as an example) and a specific DID to use.
        • Only 1 DID can be set per area code.
        • This will be the default Caller ID as long as no other Caller ID setting is set from the below
      • User profile settings
        • Phone numbers must be added to the Trunk in the same format.
        • The user must have the option "Use Personal Phone Number for outbound calls" enabled.
          • This will override the Dial Plan setting.
        • User profile "Outbound only Caller ID"
          • This field can carry up to a dozen comma-separated numbers
          • If only 1 number is to be used and the company's policy/rules is that users do not show their personal phone numbers on outbound calls; the option "Use Personal Phone Number for outbound calls" should not be set and the number in this field will be enforced.
          • occasionally If multiple numbers are to be used and/or the user needs to occasionally select a different number for outbound calls; then the "Allow user to select outbound DID" option must be enabled.
          • The user will select the phone numbers from this list available in the identity drop-down list. The numbers will be displayed as numbers with no labels.
          • This will override the user’s personal phone number and the dial plan number.
      • User Groups
        • You can configure user Groups in the Contivio admin portal > People > User Groups
        • The User Groups list will be shown in the identify drop-down list similar to the "Outbound only Caller ID" but the numbers will be labeled.
        • The numbers must be added to the trunk with a label to be able to use them to add a number with the label, the format is Phone number-label, for example, "8002828105-Contivio TF number"
        • the "Allow user to select outbound DID" option must be enabled
        • This will override the user’s personal phone number and the dial plan number
      • Queues/Campaigns
        • You can configure the queue/campaign "Outbound Calls Caller ID (optional)" field by navigating to
          • Queues: Call Center > Inbound contacts > Queues > Voice
          • Campaign: Call Center > Outbound Auto Dialer > Campaign > Other Settings tab
        • The phone number will be enforced when the user selects the queue from the Category drop-down list.
        • This selection will override the user's identity selection and personal phone number and dial plan.