Caller IDs, Regional ID, and Return Numbers can get a little complicated in Denali, so here's a short summary of how to use each of these features correctly.
Basics Back to Top
Denali Caller IDs and Return Numbers must both be formatted in the same way: with a 1 (Country Code for US and Canada) in the front and with no punctuation or special characters: e.g., 18009280392
If the 1 is absent from a Caller ID, the phone call may not correctly display to prospects. For instance, a 916 Caller ID without a 1 in front may display as coming from India (Country Code +91). Punctuation or special characters in a Caller ID may also cause the call to display incorrectly to prospects.
For Regional ID, if the Return Number is blank or doesn't have a 1 in front, callbacks will ring back to a busy signal. Punctuation or special characters in the Return Number may interfere with the Regional ID number displaying correctly to prospects and will also cause callbacks to ring back to a busy signal.
If Regional ID is NOT Enabled Back to Top
Account Caller ID Back to Top
The Account Caller ID is the Caller ID that will display to prospects if no other Caller ID is assigned. It is set in the Account Management menu. Punctuation doesn't need to be added, the number will automatically format when the "Update" button is clicked:
Account Caller ID is the only place that a 1 in front isn't necessary. The default value for the Account Caller ID is a string of all 9's that acts as a placeholder - everyone is encouraged to update their Account Caller ID during installation.
Click-to-Dial and Queues Back to Top
When calling through a Queue, or while using Click-to-Dial (C2D), the Agent Caller ID will be displayed to the prospect. Callbacks will be directed to this phone number normally, no special routing is performed. The Agent Caller ID must be configured in the Agent List section. "C2D" will display as "False" in the Agent List if Regional ID is not enabled for Click-to-Dial:
If no Agent Caller ID is configured, the prospect will see the Account Default Caller ID. Callbacks will be directed to that phone number normally, no special routing is performed.
Campaigns Back to Top
If a Campaign Caller ID is assigned, it will be displayed to the prospect. Callbacks will be directed to that phone number normally, no special routing is performed.
If the Campaign Caller ID is set to "Default," the Agent Caller ID will be displayed as in the C2D section:
As with C2D, if no agent Caller ID is configured, the Account Default Caller ID will be displayed to prospects.
If Regional ID IS Enabled Back to Top
Click To Dial and Queues Back to Top
Regional ID must be enabled for the agent by clicking the "Regional ID" checkbox (for Denali 1.0) or toggling the switch (for Denali 2.0) for Click To Dial and/or Queues. "C2D" will display as "True" in the Agent List if Regional ID is enabled for C2D for that agent.
Calls placed with Regional ID enabled will display Regional ID numbers to the prospect. Callbacks will route back to the Agent's Return Number, as configured in the Agent List.
Campaigns Back to Top
To enable Regional ID for a Campaign, the "Regional ID Enable" checkbox must be checked and a Return Number must be entered (ensure it is correctly formatted with a leading country code and no punctuation):
Regional ID numbers will display to prospects and callbacks will route back to the Return Number defined at the Campaign level. Note: If no return number is set at the Campaign level, callbacks will ring to a busy signal.
Summary Back to Top
This should cover everything you need to know about setting up Caller IDs and Return Numbers. Remember, first set up the Account Caller ID, then set up Agent Caller IDs, followed by the Agent Return Numbers for Agents who will be using Regional ID (if applicable). If using Regional ID with Campaigns, remember your Return Number there as well.