The Global Caller ID (GCID) function of the SingleComm platform operates such that if you place an outbound call from CX route (Automatic Call Distributor) to an area code, it will show the called party the caller ID which maps to that area code, as the listed on the Global Caller ID Settings page unless it's specified in the campaign. This help document 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?

The settings can be viewed and edited from the Global Caller ID Settings panel.

( Sample URL:  https://(Client Name).singlecomm.com/number/gcid.sc )


 


How Do I Add a Number to the GCID 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 Numberssettings panel and search for it.

( Sample URL:  https://(Client Name).singlecomm.com/number/numbers.sc )

In this example, the number is in a program labeled "Cuore" and a group labeled "Global Inbound", which means that all numbers in this program and group will be available when adding a number to the GCID pool.

Now, simply go to the number that you wish to add to the GCID pool and assign it to the proper program and group.

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

This number will now be used when contacting a number from the specified area code.