Assigning an Outbound Number to an Agent

By default, agents who make outbound calls from the CallTrackingMetrics softphone can select any tracking number in the account to show as their outbound caller ID.  Assigning an outbound number selects a default from that list for that particular agent to save them time.  With outbound numbers assigned, you can also update your account settings so agents can only use their assigned number instead of allowing selection from a list.

Assigning a Number

1. Navigate to Settings → Manage Users
2. Locate the user you want to edit.  If you have a lot of users in your account use the search bar.
3. In the Outbound Number column, click (click to edit) and choose a number from the drop-down menu.
4. To change this later, just click the number in the Outbound Number column.  Click x to remove the number, or choose another number from the menu to switch the assigned number.

Restricting Agents to One Outbound Number

With this feature on, any agent with an outbound number assigned will only be able to use that number as the outbound caller ID.  If any agent does not have an assigned outbound number, they will be allowed to choose from a list of all tracking numbers to use as their outbound caller ID.

If you use this option and the “best match” option together, “best match” will override the agents’ assigned  outbound caller IDs.

1. Follow the steps above to make sure all agents have outbound numbers assigned.
2. Navigate to Settings → Account Settings
3. Scroll down to the Behaviors section.
4. Enable the “Always use the agent’s assigned outbound Caller ID” toggle.
5. Update Features.

Using “Best Match” Outbound Numbers

The Best Match option will automatically choose the tracking number that is closest to the number that is being dialed to use as outbound caller ID.  The system will pick a number from the same area code or the nearest geographical location to show when making the outbound call.

If you use this option and the always use agent’s assigned outbound caller ID option together, Best Match will override the agents’ assigned outbound caller IDs.

1. Navigate to Settings → Account Settings.
2. Scroll down to the Behaviors section.
3. Toggle on  Use best matching outbound Caller ID.
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4.  Update Features.
5. Navigate to Settings > Team Settings. 
6. Click on Edit next to the Team Settings you want to update. 
7. Scroll to the Making Calls section.
8. Expand the Advanced Dialing Options. 
9. Click the Enable Best Match checkbox. 

To limit the number of Tracking Numbers used in Best Match, you can create an Outbound Campaign in your Team Settings. 

1. Click the Use Best Match Campaigns.  
2. Click the Manage Outbound Campaigns link.
3. Click the New Outbound Caller ID Group button in the top right corner.
4. Add a Name, then Save Changes.
5. Click Edit Assigned Members and select the Team you want to add, then Save Changes.
6. Click Edit Assigned Tracking Numbers to assign the Tracking Numbers you want to use in the campaign, then Save Changes. 
7. Save Changes again.
8. Go back to your Team Settings > Making Calls section and click Edit Assigned Outbound Caller ID Group. 
9. Click on the name of the group to assign, then Save Changes. 
10. Save Changes again in your Team Settings.