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Introduction

This document provides an overview of the LiveVox Local Caller ID (LCID) functionality.

This feature allows LiveVox customers to display a local number as the caller ID number when dialing certain areas.  LiveVox provides the mechanism to display a number that is local or, if a local number is unavailable, one that is reasonably proximate to the consumer.
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 caller ID (i.e. “callbacks”).

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.


Local Caller ID feature

Prerequisites

To request Local Caller ID (LCID) functionality, please contact clientservices@livevox.com.

The request should include the number of LCID packages required as well as the following information:

  • Which outbound service(s) will display the package.
  • Which inbound service will receive callbacks from the package’s LCID numbers.

LCID Packages come with additional cost, please contact your Account Manager or Account Executives for details.

Functionality overview

  • The local caller ID feature is set up at the service level (see Figure 1: Services Settings) and can be used by any or all outbound services.  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 will route 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.
      • 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 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 will read the area code of the phone number to be dialed and then, as part of the origination of the call, select 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 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 assigned to that service based upon geographic proximity.
      • 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.
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