This easy-to-configure feature automatically selects the best caller ID based on who the call is being made to, regardless of call origination, helping to:
 

• Increase call answer rate with familiar numbers 
• Improve agent efficiency by removing the manual work of changing CLIs between calls 
• Streamline multi-platform configuration to a single location for AVOXI numbers

How does it work?

Configuration

Enable feature on SIP Trunks

1. Navigate to SIP Integrations
2. Select the Trunks tab
3. Select the desired Trunk and view settings
4. Enable Intelligent Caller ID
5. Create one or more Caller ID Groups
   1. All calls placed through this trunk will apply the Intelligent CLI logic to select the best Caller ID
   2. Note: If a call does not match the criteria defined by one of the Caller ID Groups, it will maintain its original Caller ID

Configure Caller ID Groups

Caller ID Groups allow you to manage multiple distinct pools of Caller IDs from a single trunk. When a call goes through an Intelligent CLI-enabled trunk, the feature checks to see if it meets the criteria for any of the configured Caller ID Groups on the trunk, at which point a CLI will be selected from the defined list of CLIs.

There are two ways to configure a Caller ID Group:

1. Caller ID Group Library
   1. Navigate to SIP Integrations
   2. Select the Caller ID Groups tab
   3. Select the “Add Group” button
   4. Any Caller ID Group you create can be used across any of your trunks
   5. Deleting a Caller ID Group will remove it from all trunks where it is being used
2. SIP Trunk Configuration Modal
   1. Within the SIP Trunk configuration modal, select “Add New”
   2. Select an existing Caller ID Group or Create a New One
   3. Caller ID Groups created within the SIP Trunk configuration modal will be added to the Caller ID Group library to be used by other SIP Trunks as needed

How to Configure Caller ID Groups:

1. Give the Group a Friendly Name for easy reference
2. Define the Group Selector
   1. This is how we will know which pool of Caller IDs to choose from for that particular call
   2. Choose one of the three Selector Types below:
      • Prefix
        • This is a short code dialed before entering the number you are dialing
        • The prefix can be preceded by a * or you can create a prefix code without the *
        • We advise that you use 2-4 digits for your prefix code
      • Caller ID
        • This refers to the original CLI sent to us from your UCaaS/CCaaS platform
        • When you use a Caller ID as your selector type, the agent must simply select that CLI when they place their call
        • We will then replace it with a CLI from your defined list if a better CLI is available
      • SIP Header
        • With the SIP Header selector type, we will look for the defined SIP Header and Value in the call metadata
        • The SIP header must include the ‘x-AVOXI’ prefix
      • If no Group Selector is defined, this rule will apply to all calls that do not fit the Selector criteria defined by the other Caller ID Groups
3. Select Your Caller IDs
   1. This is the list of Caller IDs Intelligent CLI will choose from for this Group
   2. If left blank, we will maintain the original Caller ID

Configuring Caller ID Groups for Your Use Case

Caller ID Groups can be configured according to your specific use case to ensure the correct Caller ID pool is used for each type of call.

Single Use Case/Shared Pool of Numbers If all calls through a specific trunk use the same pool of numbers, configure a single Caller ID group.

• No selector is required.
• Select all the Caller IDs you want to use from the available list.

Multiple Use Cases/Multiple Pools of Numbers If a single SIP trunk is used for multiple purposes, with specific calls requiring a particular set of Caller IDs, configure a Caller ID Group for each use case.

• Define a Group Selector. This tells the system which group of Caller IDs to choose from. (See
• Select the Caller IDs to be used with each group.

Tips and Tricks to Optimize Intelligent Caller ID

To ensure maximum performance and get the most out of your Intelligent Caller ID configuration, consider the following best practices:

TrueLocal Numbers: The feature performs optimally with AVOXI TrueLocal numbers.

International Reach: Add at least one number for each country where you communicate. Callees are more likely to answer calls from local, in-country numbers.

Number Variety: Include two or more numbers in your list. A larger variety of numbers allows the system to better determine which Caller ID is most likely to be answered.

Intelligent Caller ID for Cisco Call Manager Users

For customers who use Cisco Call Manager or a similar system, follow these guidelines to configure Intelligent Caller ID.

First, purchase AVOXI TrueLocal numbers for the countries where your prospects and customers are located. Then, establish a SIP Trunk connection between AVOXI and your Cisco Call Manager. The required steps that a user must take when placing a call vary based on your configuration and desired outcome.
 

Option 1: Fully Automatic Mode

This option is suitable when all users or sales representatives use the same pool of Caller IDs.

The representative does not need to perform any action when making a call.

While the Genius UI presents the chosen Caller ID, the user or sales representative is not required to take any action.

Option 2: Some Human Control

This option is ideal when multiple groups of people, such as a mid-market sales team and an enterprise sales team, share the same SIP trunk but have separate Caller ID pools.

2a: User/Sales Representative Selection – This option enables the user or sales representative to choose the Caller ID pool.

Configure Dialing Groups on the SIP trunk. (See above.)

The sales representative dials a special code before the number. For example, the enterprise team may dial , *12 14041234567 while the mid-market team may dial *22 14041234567.

2b: Cisco Admin Selection – This option enables the Cisco administrator to manage the selection rules.

• Configure Dialing Groups on the SIP trunk 
  • Use the SIP Header Group Selector
  • Enter the SIP header name and value that corresponds to the SIP configuration in Cisco
• The Cisco Call Manager administrator configures call routing rules on the Cisco device to add a specific SIP header indicating the group to which each user belongs.
  • Be sure to include the ‘X-Avoxi’ preview in the SIP Header Name
• The user or sales representative experience is identical to the Fully Automatic Mode, without any required action on their end.

Call Activity

The Call Activity Logs provide additional details about calls made using Intelligent Caller ID.

• Navigate to Activity in the left-hand navigation menu
• The Intelligent Caller ID icon shows which calls used Intelligent CLI
  • Or you can use the ‘ICLID’ tag to filter for Intelligent Caller ID calls
• Select the call to view additional details about how Intelligent Caller ID was used on the selected call
  • Original Caller ID: The caller ID that was originally passed to AVOXI from the platfrom that initiated the call
  • Caller ID Group: The group that was used to select a new Caller ID
  • Group Selector: The selector that was used on the call to identify which Caller ID Group to select from. Depending on the selector type, this would be the actual data that was passed with the call (prefix code digits, original caller ID, SIP header value
  • Selector Type: The type of selector that was used on the call (prefix code, caller ID, SIP header)
  • Selection Method: This is the reason why the new caller was selected