Click to Call Caller ID

1. Summary

This video explains a new PhoneBurner setting that lets users choose which caller ID is used for click-to-call calls. Since click-to-call is designed to be fast and frictionless, users are not prompted to choose a caller ID each time they place a call. Instead, they can now define a default click-to-call caller ID behavior in their settings.

The video walks through the available options: keeping the default automatic selection, choosing a specific verified caller ID, or selecting a number pool. If a number pool is selected, PhoneBurner will apply that pool’s routing strategy, including random selection or local presence when enabled. This gives each user more control over how their caller ID appears during click-to-call activity while preserving a fast calling workflow.

2. Tags

click-to-call, caller ID, dial session settings, verified caller ID, number pool, local presence, call routing, user settings, call workflow, productivity, outbound calling, lead stream, dial session, caller ID rotation, sales calling

3. Cleaned Transcript

Let’s be honest, most of the time when you’re using PhoneBurner, you’re selecting a group of contacts or beginning a dial session from a LeadStream so that you can power through those calls as quickly as possible, right?

Whenever you’re setting up a dial session, you might want to take a few minutes up front to configure your dial session settings, including deciding what caller ID you would like to display to your contacts as you’re making calls. Whether that’s a caller ID that you’ve brought into the system - you’ve got a phone number of your own, you’ve verified it within the system, and you want to use that as your caller ID - or you’ve purchased phone numbers through PhoneBurner and you’ve got a pool of numbers that you want us to rotate through as you’re making calls.

So, when you’re setting up a dial session, it makes perfect sense for you to take a little bit of time up front to decide which caller ID option you want to use for that specific round of calls.

However, if you’re using the click-to-call feature, you don’t want to have to click to click to click to call, right? You want to click and call. You don’t want to have to make decisions like, “What caller ID am I going to use when I make this click-to-call call?” For that reason, we don’t have an option or a bunch of settings that you have to go through every time you click to call a specific phone number.

But that does leave us in an awkward place where we have to decide what those settings should be. Right? So when it comes to dispositions, we lean right now on the live answer set - or the last live answer set that contact had seen in a dial session. Or, if you’ve never called them, we’re just going to grab your default live answer set and display those dispositions, or make those dispositions available to you after the call.

But caller ID - how do you define that? Well, for the longest time, we were just automatically choosing a caller ID based on whether or not you’d called that contact before. If you hadn’t called that contact before, then we were deciding what caller ID to display for you.

But no more do you have to just rely on what our system automatically chooses for you. Let me show you how you can define the caller ID that will be displayed when you’re making click-to-call calls.

It’s super easy to do this. In the upper right-hand corner of your page, you’re going to click on your initials - or your image, if you’ve updated it - and you’re going to go to Dial Sessions under Settings. This is going to take you to the general settings for dial session settings.

You’re going to scroll down to the bottom here, and you’re going to see an option called click-to-call caller ID. By default, it’s going to be set to Automatic, which means PhoneBurner uses its magic to decide what caller ID to display to your contacts. Some of you absolutely love that. You don’t have to think about it. The system is either displaying the previous caller ID they’d seen before, or we’re grabbing one of your caller IDs from your list.

But not everybody likes that. Totally get that. So we have two new options.

Use a specific verified caller ID. If you select that, then you’ll see a drop-down menu that’s going to show you a list of all of the caller IDs that you have added to your PhoneBurner account. These are phone numbers that you verified with PhoneBurner as being numbers that you control.

The next option is a number pool. If you choose Use a number pool, then this drop-down menu is going to show you a list of all of your number pools. Then you can choose which number pool you want to use anytime you’re doing a click-to-call call.

Now, this is a user-specific setting, so every user can define their own click-to-call caller ID. If you choose a number pool with multiple numbers, then of course the routing strategy that’s specific to that number pool is in play. If you’ve selected random, then we’re just going to randomly grab a number from that pool and display it to your contact. If you’ve got the local presence feature enabled on your account, then we’ll grab the phone number that’s closest to that contact when you click to call them.

So anyway, all you need to do is make that selection and then click Save. Moving forward, every time you use the click-to-call feature to call a contact, we’re going to use the caller ID based on this option.

Anyway, this is just one more thing that PhoneBurner is doing to help you and your team get more done in less time. Thanks for taking the time to watch this video, and happy dialing.