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Introduction

The LiveVox Local Caller ID (LCID) feature allows LiveVox customers to configure a local number to be displayed as the caller ID number when dialing certain areas. You can configure to display a display number that is local. If a local number is unavailable, you can display a number that is reasonably proximate to the customer. The Local Caller ID feature includes an inbound service to handle inbound calls made to the local or nearby number displayed on the customer’s caller ID (i.e. “callbacks”).¹

Note

¹ Please be aware that there may be a cost to a consumer who calls back

Info

If customers call the number displayed on their Caller ID, they might be charged for the call. The customerconsumer's cost depends would depend on their specific plan with their phone provider.   Additionally, since local caller ID is based on geographical proximity, the number displayed may contain an area code that is different from that of the customerconsumer.


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Local Caller ID

Info
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Prerequisites

To request Local Caller ID (LCID) functionality, contact clientservices@livevox.com. your Account Manager / Account Executive. The request must include the number of LCID packages required as well as the following information:

  • Outbound services that display the package
  • Inbound services that receive callbacks from the package’s LCID numbers
Noteinfo

LCID Packages come at an additional cost. Contact your Account Manager or Account Executives for details.

Functionality Overview

The

You can set up the local caller ID feature

is set up

at the service level as shown in the below screenshot and

can be used by

use it with any or all outbound services.

  The

You can list the local caller ID

can be listed

as the source for the Callback Phone, Caller ID, or Operator Phone.

Services Settings
Image Modified

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:

  • US numbers example:   770.555.5252, 770.555.5353, 770.555.5566
  • Canadian numbers example: 587.333.5252, 587.333.5353, 587.333.5566

Each day the package routes to the next daily local caller ID number


Example:
  • Day 1:  770.555.5252 will show up for all 770 area codes
  • Day 2: 770.555.5353 will show up for all 770 area codes
    • Day 3: 770.555

    .

    5566 will show up for all 770 area codes

  • Day 4:  770.555.5252 will show up for all 770 area codes again

    • The LCID feature reads the area code of the phone number to be dialed and then, as part of the origination of the call,

    select

    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.

    • If there is a local caller ID number assigned to that service that matches the area of the phone number to be dialed, it will be is utilized when dialing that record as the caller ID.

    • If there is not a local caller ID number assigned to that service that matches the area code of the phone number, then a local caller ID number

      will be

      is assigned to that service based upon geographic proximity.

      Info

      For example, if the area code of a phone number to be dialed is 415, and 415 is not part of the LCID package that is associated with that service, then a caller ID based upon geographical proximity to 415 will be selected. In this case, a number with 408 or 510 area code may be selected.


    Caller ID name displays as blank on the customers’ phone.²

    Note

    ² In rare cases, issues with a local exchange carrier’s systems may result in a legacy name displaying on a call recipient’s caller ID.

     

    This error is outside of LiveVox’s control.  Please contact LiveVox if you become aware of such a display error.

    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.

    note
    Tip

    To ensure the callbacks are routed to the correct service,

    users should

    ensure that you DO NOT change the Caller ID for the outbound service.

     

    Clients

    After you upload a campaign to

    a

    service

    as usual and

    , the call

    will be

    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
    Image Modified 

    Inspecting LCID

    packages

    Packages

    To view LCID packages available for the site, navigate follow the procedure below:

    Navigating to CID Package
    Panel
    1. Navigate to the CID Package section by selecting Configure > Dialing Config > CID Package from the Navigation Panel.

    1. Image Modified
    2. Select a package from the Package(s) drop-down menu. If it is blank, there are no packages assigned to the site.
    The
    1.  The phone numbers and region information is displayed
    under
    1. in the General tab.
      Image Added
    2. Export these details in .CSV format file by using the Export button in the
    bottom
    1. lower right.
    CID Package
    Image Removed

    The Map tab displays a US map with the states with LCID numbers. The color code depends on the

    amount

    number of phone numbers available for that state. Only a US map is currently available.

    CID Map
    Service Mapping

    Image Modified

    The Service Mapping tab displays the services which are assigned to the selected CID package.



    Image Modified

    Reassigning an LCID Package to a Different Inbound Service

    Navigate to the Phone Numbers editor by selecting Configure > Dialing Config > Phone Numbers from the Navigation Panel.

    Navigating to Phone Numbers editor
    Image Removed

    The Phone Numbers editor allows users to view all LiveVox owned phone numbers within the client’s LiveVox portal , (including LCID numbers), and easily identify, assign, modify and disassociate any phone numbers from one service to another.

    Panel
    1. Navigate to the Phone Numbers editor by selecting Configure > Dialing Config > Phone Numbers from the Navigation Panel.
      Image Added

    2. To view the numbers in the specific LCID package, use the search function available under the General tab. Select the required LCID package from the LCID Package drop-down list and any other search parameters (Filter, Search By, Number Type, and Status).

    Phones editor

    1. Image Added

    Image Removed
    1. Info

      To update the associated

    inbound service

    1. Inbound Service,

    description

    1. Description,

    direct line

    1. Direct Line for

    agent

    1. Agent,

    number usage

    1. Number Usage,

    state

    1. State,

    city

    1. City, and

    status

    1. Status of the inbound phone number, double-click on the inbound phone number row

    which opens Edit Phone screen

    1. to open the Edit Phone Number screen as shown below

    :

    1. , and update the parameters as required.


    1. Image Modified


    2. To reassign an LCID package to a different inbound service, select the Associate Service button

    as shown in the below screen. These

    1. on the Phone Numbers editor screen. The Associate Service window appears.
      Image Added

      Info

      The LCID packages can be rotated on different portfolios

    without having to open a work order,

    1. keeping the LCID numbers fresh and increasing the likelihood of higher callback rates.


    2. Search for the LCID Package
    by
    1. by clicking on the Number link.

    Associate Service
    Image Removed

    This opens the
    1.  The Select Numbers
    screen. To
    1. window appears.
      Image Added
    2. To associate another service with the LCID package/inbound number, select the corresponding checkbox and click Ok.
    3. Select
    Numbers screen
    Image RemovedSelect
    1. the required inbound service from the Inbound Service drop-down menu
    and click Associate service
    1. .
      Image Added
    2. Click Ok to associate the service.

    Image Removed

    Compliance

    For compliance-related questions or concerns, it is recommended that you should review and answer this question these questions independently and consult with your legal counsel as required. LiveVox believes that the use of Local Caller ID, by itself and not as part of an 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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