IntroductionThis document provides an overview of the The LiveVox Local Caller ID (LCID) functionality.This feature allows LiveVox customers to display configure a local number to be displayed as the caller ID number when dialing certain areas. LiveVox provides the mechanism You can configure to display a number that is local or, if . If a local number is unavailable, one you can display a number that is reasonably proximate to the consumercustomer.
The Local Caller ID feature includes an inbound service to handle inbound calls made to the local or nearby number displayed on the consumer’s customer’s caller ID (i.e. “callbacks”).¹ | Infonote |
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¹ Please be aware that there may be a cost to a consumer who calls back the number displayed on their Caller ID. The consumer's cost 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 consumer. |
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Local Caller ID featurePrerequisitesTo request Local Caller ID (LCID) functionality, please contact clientservices@livevox.com.The request should contact your Account Manager / Account Executive. The request must include the number of LCID packages required as well as the following information: - Which outbound service(s) will Outbound services that display the package.
- Inbound services that Which inbound service will receive callbacks from the package’s LCID numbers.
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LCID Packages come with at an additional cost, please contact . Contact your Account Manager or Account Executives for details. |
Functionality overviewThe OverviewYou can set up the local caller ID feature is set up at the service level (see Figure 1: Services Settings) and can be used by as shown in the below screenshot and 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
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The LCID feature includes an inbound service that will route 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 will route routes to the next daily local caller ID number
Example: Day 1: 770.555.5252 will show up for all 770 area codesDay 2: 770.555.5353 will show up for all 770 area codesDay 3: 770.555.5566 will show up for all 770 area codesDay 4: 770.555. 5252 will show up for all 770 area codes againThe LCID feature will read 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.
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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 will display name displays as blank on the consumers’ customers’ phone.² | Note |
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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 will have ALL callbacks on the local caller ID number routed back to one inbound/callback number and correctly assigned service. By default, the calls will be are routed to the available agent. A callback campaign will be is created for each day in the inbound service set up. note| Tip |
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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. |
Client will 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 will be fields are displayed as [Local, rotated] as shown below (see Figure 2: Upload Campaign screen). 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 packagesPackagesTo view LCID packages available for the site, navigate follow the procedure below: Navigating to CID Package| Panel |
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- Navigate to the CID Package section by selecting Configure > Dialing Config > CID Package from the Navigation Panel.
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- Select a package from the
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Packages - Package(s) drop-down menu. If it is blank, there are no packages assigned to the site.
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The - The phone numbers and region information
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will be under - in the General tab.
 Image Added - Export these details in .CSV format file by using the Export button in the
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bottom CID Package
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The Map tab displays a US map with the states with LCID numbers. The color code depends on the |
amount CID Mapnumber of phone numbers available for that state. |
Only a US map is currently available. |
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The Service Mapping tab displays the services which are assigned to the selected CID package.
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Service Mapping
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Reassigning an LCID Package to a different inbound serviceDifferent Inbound ServiceThe Phone Numbers Navigate to the Phones editor by selecting Configure > Dialing Config > Phones from the Navigation Panel. Navigating to Phones editor
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The Phones 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 |
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- 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).
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Phones editor Image Added
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To update the associated |
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inbound service description direct line agent number usage state city status Status of the inbound phone number, double-click on the inbound phone number row |
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which opens Edit Phone screento open the Edit Phone Number screen as shown below |
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:, and update the parameters as required. |
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To reassign an LCID package to a different inbound service, select the Associate Service button
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(see Figure 8: Phones editor). These on the Phone Numbers editor screen. The Associate Service window appears.
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The LCID packages can be rotated on different portfolios |
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without having to open a work order, keeping the LCID numbers fresh and increasing the likelihood of higher callback rates. |
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- Search for the LCID Package by clicking on the Number link
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, search for the LCID Package.Associate Service
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This will open the Select Numbers screen: Select Numbers screen
- . The Select Numbers window appears.
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- Select the required inbound service from the Inbound Service drop-down menu.
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Associate service
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Is it Compliant?- Image Added
- Click Ok to associate the service.
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ComplianceFor compliance-related questions or concerns, you Customers sometimes ask whether Local Caller ID complies with the law. As with any compliance issue, each customer should review and answer this question these questions independently and consult with legal counsel as neededrequired. 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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