Is there a way to change the outbound caller ID dynamically?

[89md]

Hey everyone,

This is what I want to achieve with your help:

We have a dedicated 3CX server for the LATAM region.

I am going to have 2 agents to be making and receiving calls for Peru, Venezuela, Argentina, Mexico, Chile, etc.

We have a separate DID for all of the locations.

I will make a Call Queue and will assign all of the DIDs to the Queue.

My question is: How to change the outbound caller ID dynamically so that when agent A is calling a number in Peru, his outbound caller ID will be the Peru DID. When he calls Argentina, he will be using the Argentina DID.

All of the DIDs are assigned to a single SIP Trunk.

Is there a way to change the outbound caller ID dynamically based on the number that the agent is calling?

 

[CentrexJ]

Yes with outbound rules. Set the country code as the prefix and for the route adjust the caller is. Make one for each country.

 

[VoIPTools]

I completely agree with @CentrexJ. For your situation this approach should work perfectly.

However, there are situations where this approach will not work. For example, depending on the number of locals you are contacting, this approach may become impractical (too many outbound rules to manage). Further, with number portability, this approach does not work. For example, in the USA my cell phone number starts with 920 (Wisconsin), but I live in 801 (Utah). To handle outbound caller IDs in this situation, you have to look at the contact's address rather than their phone number, to determine what number to present.

In this case, the agent can change their assigned caller ID, then place the call, then change it back again. This is what we do in an automated way with our 3CX Caller ID tool. The agent uses a simple web interface to select from a list of pre-defined locations (which are associated with a DID). For example, if I wanted to call New York, I would select "New York" from the list. This changes the my assigned outbound caller ID. I do not need to memorize hundreds of DIDs. When finished, the agent can press a "revert" button to automatically return to their default outbound Caller ID.

We also support grouping of DIDs. For example, when an agent assigned to USA customers logs into our tool, they only see choices for the USA, while agents servicing Europe would see european choices.