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PrerequisitesTo request Local Caller ID (LCID) functionality, contact your Account Manager / Account Executive. The request must include the number of LCID packages required as well as the following information:
Functionality OverviewYou can set up the local caller ID feature at the service level as shown in the below screenshot and use it with any or all outbound services. You can list the local caller ID as the source for the Callback Phone, Caller ID, or Operator Phone. The LCID feature includes an inbound service that routes inbound callbacks made to any of the local caller ID numbers back to the corresponding inbound service. The US LCID packages may contain up to 300+ local numbers, which covers 100+ major areas. The Canadian LCID packages may contain up to 45 local numbers, which covers 15 major areas. The major areas may vary in each package based on what is available to LiveVox from the carriers. There are typically 3 phone numbers assigned for each of the covered major areas. For example:
Each day the package routes to the next daily local caller ID number. The LCID feature reads the area code of the phone number to be dialed and then, as part of the origination of the call, selects a local caller ID. The local caller ID selection is based on the number to be dialed, the numbers available in the LCID package, and if necessary, geographic proximity.
Caller ID name displays as blank on the customers’ phone.²
Clients with local caller ID have ALL callbacks on the local caller ID number routed back to one inbound/callback number and correctly assigned service. By default, the calls are routed to the available agent. A callback campaign is created for each day in the inbound service set up.
After you upload a campaign to service, the call is dialed/sent as usual. When the LCID feature is enabled and configured at the service level, the Operator Phone, Caller ID, and Callback Phone fields are displayed as [Local, rotated] as shown in the below screenshot. The Caller ID option can be changed at the time of the upload as needed. Upload Campaign screen Inspecting LCID PackagesTo view LCID packages available for the site, follow the procedure below:
Reassigning an LCID Package to a Different Inbound ServiceThe Phone Numbers editor allows users to view all LiveVox owned phone numbers within the client’s LiveVox portal (including LCID numbers), and identify, assign, modify and disassociate any phone numbers from one service to another.
ComplianceFor compliance-related questions or concerns, you should review and answer these questions independently and consult with legal counsel as required. LiveVox believes that the use of Local Caller ID, by itself and not as part of otherwise questionable practice, does not violate the law. In support, we cite the below statement from the Federal Communications Commission, from its Implementation of the Truth in Caller ID Act (Federal Register/Vol. 76, No. 139/July 20, 2011), at Section 13: “We note that those commenters that requested that the Commission exempt manipulation of caller ID information in order to display a local phone number, asked in the alternative that the Commission clarify that manipulating caller ID to display a local number is not a violation of the Act. We agree that such a practice is not in and of itself a violation of the Act. We note, however, that if the display of a ‘‘spoofed’’ local number is done as part of a scheme to defraud, cause harm, or wrongfully obtain anything of value, then the person or entity perpetrating the scheme would be in violation of the Act.”
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