Regional ID is a feature for Denali that many companies use to increase the pickup rate of their calls. Regional ID works by provisioning a phone number in each area code and presenting the local number to each prospect when called. Each Denali client who uses Regional ID gets their own set of numbers - there's no overlap.
If Regional ID is enabled for your company, you'll be able to use it for Click to Dial, Queues, and Campaigns.
If Regional ID isn't currently enabled for your company, but you'd like it to be, contact your Customer Success Manager.
When Regional ID is first enabled for your company, you'll need to ensure that all of the numbers are correctly activated and associated with your account. To do this, create a Denali Campaign containing phone numbers in all of the area codes your team will be calling.
Once the Campaign is created, go into the Campaign Settings and enable Regional ID (see the Campaigns section below for more detail) for that Campaign. Then, refresh the Campaign. Once the Campaign Refresh has completed, the phone numbers will be correctly associated with your account and you can delete the Campaign.
When using Regional ID, it is absolutely vital to enter a Return Number. The Return Number provides a route for callbacks to route back to. If a user places a call using Regional ID with a blank value in the Return Number field, any callbacks will ring back to a busy signal.
The Return Number must also be formatted with a 1 in front and with no punctuation or special characters. Removing the 1 or including punctuation can cause issues with the Regional ID numbers displaying correctly to prospects.
Click to Dial and Queues
Regional ID is enabled for the agent by clicking the "Regional ID" checkbox 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. The agent Return Number is configured in the Agent List.
Remember: If no Return Number is entered for an agent, Regional ID callbacks will ring to a busy signal. An agent Return Number must be entered, formatted with a 1 in front and no punctuation or special characters.
To enable Regional ID for a Campaign, choose it from the Display Number drop-down.
If Regional ID is chosen, set one of the two call return routing options:
- Route Callbacks To the Agent Return Number - This will route the callback to the return number assigned to the agent.
- Campaign Return Number - Provides the option to add a Campaign Return Number (general number assigned to the campaign)
Regional ID numbers will display to prospects and callbacks will route back to the Return Number defined at the Campaign level. Remember: If no return number is set at the Campaign level, callbacks will ring to a busy signal.
Regional ID is fairly simple to use once it's been set up. The biggest thing to watch out for is forgetting to enter a Return Number when enabling the feature for a user or a Campaign, or incorrect formatting. As long as those two things are handled, your Regional ID experience should go off without a hitch.