Verified Caller ID in Outreach

Objective

The purpose of this article is to provide information to Outreach Users regarding the Verified Caller ID feature. 

Applies To

• Outreach Admins

Before you begin

• Requires Outreach Voice
• Only impacts US purchased numbers

Overview

Verified Caller ID allows you to set a Caller ID (CNAM) for all of your US purchased numbers. In addition, this also will provide your US purchased numbers with the highest attestation level for Shaken/Stir.

Configure a Business profile 

To get started, you will need to create a business profile for your organization.

1. Log in to Outreach as an Admin.
2. Navigate to Admin Settings > Tools > Phone numbers > Compliance & Trust.
3. Create a profile.

You will need the following information:

• Business Name
• Physical Address (Street, City, State/Province/Region, Postal Code, Country)
• Business Type (Sole Proprietorship/Partnership/Corporation /Co-Operative/LLC/Non-Profit)
• Company Type (Private/Public)
• Stock Ticker & Exchange (if Public)
• Business Registration Number and Type
  • Note: For A2P 10DLC registration, you must provide your Tax ID / EIN
• Industry
• Website
• Regions of Operations
• Authorized Representative (Note: Authorized representatives must be publicly verifiable employees of your company)
  • Last name
  • First name
  • Email
  • Title
  • Job position
  • Phone number

Once submitted, your entry will be reviewed by our voice provider, Twilio. Note that approval may take 48 hours or longer.

Configure Caller ID 

Once your Business Profile has been approved, you can enter your Caller ID.

1. Navigate to Admin Settings > Tools > Phone numbers > Compliance & Trust.
2. Under Caller ID click Create.

Please note that Caller ID has the following requirements:

• Maximum of 15 characters.
• Must be a unique name or value. Cannot be a generic value such as a city/state. Cannot contain profanity.
• Should begin with a letter and can only contain letters, numbers, periods, commas and spaces.

Once submitted and approved, your Caller ID may be shown to any call recipients whose phone plan supports Caller ID in the US depending on your caller ID settings detailed below. Note that there may be some delay before your Caller ID appears, and how it appears is dependent upon the carrier who is receiving the call.

Caller ID settings:

Company wide setting:

By default, after a Caller ID is approved, all US purchased numbers, both assigned to users and unassigned, have the caller ID applied to them. To change this, navigate to:

• Administration
• Click on "Org info" underneath the "Organization" menu on the left
• Select the "Voice" tab
• Scroll down to the "Caller ID" section

Admins have the following options for configuration:

• Enable for all US purchased numbers
• Enable only for assigned numbers
• Disable

Additionally, administrators are able to grant permission to their users to allow them to select whether or not caller ID is shown for their assigned purchased phone numbers by checking the box "Allow user to update their own caller ID"

User settings:

If a caller ID is present and the user has permission to control their own caller ID settings, they may go to their user voice settings page where they can select whether or not the numbers assigned to them will use the company approved caller ID

Additional Information

Enabling Verified Caller ID does not come with any additional costs.

Application-to-Person (A2P) SMS Registration Requirement