Local Caller ID Infosheet (U11)

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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 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”).

Local Caller ID

Prerequisites

To request Local Caller ID (LCID) functionality, contact clientservices@livevox.com. 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 local caller ID feature is set up at the service level as shown in the below screenshot 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 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.
    • 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 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.

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

  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.
    

    To ensure the callbacks are routed to the correct service, users should NOT change the Caller ID for the outbound service. 

• Clients upload a campaign to a service as usual and the call will be dialed / sent as usual. 

• When the LCID feature is enabled and configured at the service level, Operator Phone, Caller ID, and Callback Phone 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 packages

1. To view LCID packages available for the site, navigate to the CID Package section by selecting Configure > Dialing Config > CID Package from the Navigation Panel.
   
   Navigating to CID Package
   
   
2. Select a package from the Package(s) drop-down menu. If it is blank, there are no packages assigned to the site.
   
   CID Package
   
3. The phone numbers and region information is displayed under the General tab.
4. Export these details in .CSV format file using the Export button in the bottom right.
5. Map tab displays a map with the states with LCID numbers. The color code depends on the amount of phone numbers available for that state.
   
   CID Map
   
   
6. Service Mapping tab displays the services which are assigned to the selected CID package.
   
   Service Mapping
   
   

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

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.

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

To update the associated inbound service, description, direct line for agent, number usage, state, city, and status of the inbound phone number, double-click on the inbound phone number row which opens the Edit Phone Number screen as shown below:

Edit Phone screen

To reassign an LCID package to a different inbound service, select the Associate Service button as shown in the below screen. These 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 clicking on the Number link.

Associate Service

This opens the Select Numbers screen. To associate another service with the LCID package/inbound number, select the corresponding checkbox and click Ok.

Select Numbers screen

Select the required inbound service from the Inbound Service drop-down menu and click Ok to associate the service.

Associate service

Compliance

For compliance-related concerns, it is recommended that you review and answer this question 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.”