As an agent or team administrator, you can select the numbers that will be available to specific teams from existing IVRs. You can then assign a descriptive name that the call recipient will see on their caller ID displays. You cannot create custom caller IDs, however — only system administrators have the permissions required to create these.

To add a new caller ID:

  1. On the Additional Caller IDs page, click Add.
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  2. In the Add dialog box that appears, select the caller IDs that you want to assign to the teams — these numbers will appear in the list of Caller IDs that the agents can select from the Contact Center Application (CCA).
    You can also click Select All to select all numbers, if you want the agents to have access to all the caller IDs, or Clear All to deselect.
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  3. To make all the numbers you have selected be available to all teams, tick the Applies to all teams checkbox.
  4. Click OK to save your selection, or Cancel to ignore.
    All the numbers that you have selected will appear on the list of Caller IDs on the Additional Caller IDs page. They should also now appear in the CCA under the list of Caller IDs that the agent can choose.
  • Caller ID: the information that appears in the call recipient’s telephone caller ID display.
  • Type: indicates whether the number corresponds to an IVR or was created by the system administrator as a custom number.
  • Applies to all teams: indicates whether the number is accessible to all teams for selection in the CCA.
  • Comments: shows any comments made in relation to the caller ID.

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