Caller ID Issues

Can I set up different  caller ids per area code on the auto-dialer?

Normally caller id is set during campaign creation and only 1 caller id can be set per campaign. For dynamically setting up caller ID based on called phone number, aka, local presence, it is possible to set it up with Voicent software.

For on-premise software, the capability of local presence also depends on your VOIP/SIP service. If your SIP service does not support dynamically setting caller ID for each phone call, then most likely you can only use whatever caller ID is set for your account.

For Voicent cloud service, only dedicated cloud account can use local presence. The regular flex account does not support local presence. But it is not a problem to set up fixed caller ID(s) for your campaigns or manual calls.

“The dialer does not show my phone number as the caller id, instead it shows my SIP id.”

To set up what will be shown on the caller id for on-premise software, make sure the correct option is selected on the SIP Advanced Settings (Set-up>Options>SIP>Add or Edit>Advanced)

To further check what information is set up on the voicent software, we can always check the log files (Local Disc C>Program files (x86)>Voicent>Gateway>logs) Output log files are created whenever a campaign is run on the Voicent software.

Look for linex_outputx (x can be 1,2,3,4…). Open the text file and look for the values on INVITE sip from:

If the log files show the correct value, the customer should contact the SIP provider to correct the settings on their end.

“I have changed and verified the caller id on the account but it’s still showing the old caller id when my agent does manual dialing”

The new caller id has to be updated as well on the agent’s profile. To do this, go to Set-up>Agent>Agent Profile>Edit and update the value on “User Caller ID” field.