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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

Local Caller ID

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

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

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:

.

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

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
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Inspecting LCID

Packages

To view LCID packages available for the site,

follow the procedure below:

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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.

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

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Info To update the associated

inbound service

Inbound Service,

description

Description,

direct line

Direct Line for

agent

Agent,

number usage

Number Usage,

state

State,

city

City, and

status

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

which opens

to open the Edit Phone Number screen as shown below

:Edit Phone screen

, and update the parameters as required. Image Modified To reassign an LCID package to a different inbound service, select the Associate Service button

as shown in the below screen. These

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,

keeping the LCID numbers fresh and increasing the likelihood of higher callback rates. Search for the LCID Package

by

by clicking on the Number link.

Associate Service
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This opens the

The Select Numbers

screen. To

window appears. Image Added To associate another service with the LCID package/inbound number, select the corresponding checkbox and click Ok.

Select Numbers screen
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Select the required inbound service from the Inbound Service drop-down menu

and click Associate service

. Image Added 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.”