[ACD] Global Caller ID Settings

The content in this article is appropriate for: Administrators

The Global Caller ID (GCID) function of the SingleComm platform operates such that if you place an outbound call from the ACD (Automatic Call Distributor) to an area code, it will show the called party the caller ID which maps to that area code, as it is listed on the Global Caller ID Settings page unless it's specified in the campaign. This article will cover some of the aspects related to managing your Global CID pool.

Why is the Global CID Important?

When making a call, the carrier requires that some form of caller ID is present. If the carrier detects that the caller ID is missing or is set to something invalid (such as 0) then the call will instantly fail. In other words, if there is no area code mapping, the call will not go through.

Do I Need to Own a GCID Number to Use It?

According to the FCC, there are specific rules for using GCID mappings for the purpose of telemarketing:

FCC rules specifically require that a telemarketer:

• Transmit or display its telephone number or the telephone number on whose behalf the call is being made, and, if possible, its name or the name of the company for which it is selling products or services.

• Display a telephone number you can call during regular business hours to ask to no longer be called. This rule applies even to companies that already have an established business relationship with you.

Because of this, you must own the number that you are using in the GCID settings panel, otherwise, serious legal actions can occur.

How Do I View My GCID Settings?

From the Numbers node, click Global Caller ID in the list of options

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This will take you to the Global Caller ID Settings Panel:

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On this screen, you can:

• View all current numbers in the GCID pool

• Delete or Edit any current GCID numbers

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  • You can also bulk Delete / Edit / Save

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• View the number of Uses and the timestamp of when it was Last Used

To Add a Number to the Global Caller ID Pool:

In order for a number to be available for mapping to a local caller ID, it must be in a specific number group. To find this information, choose a number that is already in the GCID pool and then go to the Numbers settings panel and search for it.

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In this example, the number is in a Program labeled "SingleComm" and a Number Group labeled "GCID", which means that all numbers in this program and group will be available when adding a number to the Global Caller ID pool.

Now, go to the Numbers module and browse for the number that you wish to add to the GCID pool and assign it to the proper program and group.

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• Click Update to save the changes

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Now, to add the number, return to the GCID settings page and add a new record with the area code and the mapped number:

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1. Click New Record

2. Type the Area Code in the text box

3. Select the mapped Number from the dropdown

4. Click Save

This mapped number will now be displayed on Caller ID when contacting a number in the specified area code.