Learn how to set up automatic outbound caller ID selection for your campaigns, and what this will look like for agents.
User Level:
Admin
Automatic Outbound Assignment in Campaigns
Customers feel more trust in answering calls from a number with an area or country code they recognize. For global businesses, which may have centers across multiple geographic locations, this can negatively affect pickup rates. To help alleviate this, CloudTalk has implemented an "automatic" setting within calling campaigns. This setting configures the outbound ID to be assigned automatically for each campaign contact before the call is connected, based on the location of the contact being called.
Prerequisites
This feature may be a good solution for you if:
Your account has multiple numbers.
You have multiple target regions across the US or EU (for sales or support).
Setup
Automatic outbound assignment is set up per campaign. The agent or outbound user must have access to the numbers they want to be usable for automatic selection.
Ensure User Access to Numbers
You can confirm what numbers a user has access to in the Users tab of the dashboard.
From the dashboard, navigate to the user’s setting page via Users > {name of user}.
Under Advanced Settings, check the Assigned numbers setting and add more numbers for the user if necessary.
Set up Automatic in Campaign Settings
Start a campaign setup page via Dialer > Campaigns > +Add Campaign or select an existing one to edit.
Under Basic Settings, for Outbound Caller ID, make sure the selected option is
Automatic.
Continue campaign setup and select Create Campaign when done.
Using Automatic Power Dialer
When agents call from within their desktop Phone app, this type of campaign will work functionally the same as any other campaign. Agents will:
Select Power Dialer.
Start calling from the active campaign where automatic outbound is configured.
See the changing outbound numbers (next to “
via”) for each call, which will be automatically applied based on the contact being called.
Automatic Assignment Logic
Non-US Numbers
If the user calls a non-US number AND they have a number from the same country...
If the user calls a non-US number AND they have a number from the same country...
The outbound number for the matching country will automatically be selected to make the call when the user selects Start next call via the power dialer.
If the user calls a non-US number BUT they don't have a number from the same country...
If the user calls a non-US number BUT they don't have a number from the same country...
In this case, the outbound number will be the Default outbound call number set in the user’s profile in dashboard. This number may have also been set by the user, if they selected an outbound number in phone apps.
US Numbers
If the user calls a US number AND has a number with the same area code...
If the user calls a US number AND has a number with the same area code...
The outbound number for the matching area code will automatically be selected to make the call when the user selects Start next call via the power dialer.
If the user calls a US number AND has multiple US area code numbers BUT not the area code called...
If the user calls a US number AND has multiple US area code numbers BUT not the area code called...
The outbound number automatically selected will be the one which belongs to the geographically closest US area code.
If the user calls a US number BUT does not have a US number themselves...
If the user calls a US number BUT does not have a US number themselves...
In this case, the outbound number will be the Default outbound call number set in the user’s profile in dashboard. This number may have also been set by the user, if they selected an outbound number in phone apps.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!