Quickstart: Number Management

Before you start

• You must be an admin user to manage numbers
• Make sure you have MFA enabled to upload and manage new numbers.

Step-by-step

1. Manage your Caller IDs

A Caller ID is the number that is shown to a lead. You can use your own or order them through Outbound.

1. Go to Administration > Caller IDs to manage your phone numbers
2. You’ll see a list of all active and inactive phone numbers in your organisation
3. Click the cog (⚙️) next to a number to edit or deactivate it.

2. Add New Caller IDs

Using your own numbers

1. Expand the Options menu and choose Add number or Upload file.
2. Add number (one at a time):
3. • Enter the Phone number with country code
   • Select the Project it belongs to
   • Add an optional Description to make it easy to identify
   • If it should be used for incoming calls, select the number that calls will be forwarded to
   • Mark it as Active if you want it usable right away
   • Check the declaration box and Save
3. Upload file: upload a CSV to import multiple numbers in bulk.

Ordering numbers from Outbound

1. Expand the Options menu and choose Order Caller IDs
2. Enter the order details (as above) and click Submit
3. The new Caller IDs will show in the Caller IDs menu when they are ready to use
4. You can check the order status by clicking View Order

3. Assign Caller IDs

In Campaign Settings > Dialer Settings > Caller ID, choose how Caller IDs should be displayed:

4. Set Up Dynamic Display Number Groups

Dynamic Display Numbers let you rotate or customise which Caller ID shows on outbound calls.

1. Go to Administration > Dynamic Display Number
2. Click New Caller IDs group.
3. Under General settings:
4. • Give the group a name
   • Select the Project the group will belong to (a group can belong to only one project)
4. Configure Rotation rules:
5. • • Random — numbers rotate randomly.
     • Change on Limit Reached — automatically switch number when a usage limit is hit.
     • • Under Limit Reached Action choose:
       • • Ignore — reset rotation.
         • Hidden number — display a hidden caller ID once the limit is reached.
5. Set Usage Limits if using Change on Limit Reached:
6. • Max amount of displays — how many times each number shows before rotation
   • Max amount of days — how long numbers stay in rotation
6. Phone number reuse settings: decide if numbers should be reused for Private and VIP Redials
7. Add numbers to the group (only numbers already uploaded can be added)
8. Save when done!

Check it’s working

• Uploaded numbers appear in the Caller IDs list and show as Active
• Numbers assigned to campaigns show correctly in the caller display when calling out
• Users/Teams display their assigned number if User/Team Caller ID is set
• Dynamic Display Number groups rotate numbers according to your configured rules.

Troubleshooting essentials

• Numbers not available to assign? Ensure they’re uploaded and marked Active
• Can't upload numbers? Enable MFA in Manage Organisation first
• Campaign still shows wrong Caller ID? Double-check which Caller ID method is selected in Campaign Settings (Campaign/Group/User/Team)
• Dynamic group not rotating as expected? Confirm rotation type and usage limits, then save and test again.

Best practices

Do! ✅

• Use Caller ID Groups per project and rotate via Rotation rules (e.g., Random) to avoid over‑exposing a single number
• Monitor contact rate % in the Caller IDs page; retire or pause under‑performers and add new numbers
• Apply Contact Attempts Filter so later attempts use a different Caller ID, improving recognition and pickup
• Activate Phone number reuse settings (e.g., allow reuse for VIP/Private redials where familiarity helps).

Dont! 🚫

• Don’t rely on one Caller ID for a whole campaign; it tanks contact rate over time
• Don’t keep expired or low‑performing leased numbers active; deactivate or replace.

🎉 You're all set!

You now know how to manage your caller IDs, and the recommended practices to increase the contact rate.