Custom Caller ID - Import a Phone Number into Outreach

This feature allows you to import your own phone number so that it may be used within Outreach. In doing so, this allows you to customize the outbound caller id to match your cell/desk phone. To clarify, using Custom Caller ID means prospects will see your number as the caller id, rather than an Outreach purchased number when dialing prospects through Outreach. 

FAQs:

Q: Does importing my number cost anything? 

A: Importing your own number is free! This means that you do not have to pay (~$1/month) to purchase and utilize an Outreach number. 

Q: If the prospect dials back the number, does it go to Outreach? 

A: When a prospect calls you back, it will be routed directly to your device. This means your device will show who is calling you rather than the Outreach number, removing the need to check your incoming and missed calls by logging in to Outreach.

Q: Can I still use Local Dial? 

A: Imported phone numbers can be used for local dial in the same fashion purchased Outreach numbers are used for local dial. This means that when using local dial, Outreach will automatically use the imported phone number if it matches the prospect's area code. 

Q: Is this available for only VOIP calls? 

A: You can dial out using VOIP or Bridge with the imported number. Please note with Bridge, Outreach will connect with the bridge device via the Outreach HQ number (+1(888)938-7356). 

Q: I called myself using the custom caller id feature to test it out, and it went straight to Voicemail! Will this happen when I dial to prospects using a custom caller id? 

A: Some carriers (such as T-Mobile) will route straight to voicemail when the phone receives a call from its own number. Therefore for test purposes it’s best to dial out to a different number that is not being used as the custom caller ID.

Q: Will I be charged by both my carrier and Outreach to use my number? 

A: Outreach is using your number to dial out, but your carrier is not involved. To clarify, with Custom Caller ID you're actually dialing out using an Outreach number, but the number that your customer/prospect sees is the number you import into Outreach. As a result, you will only be charged for minutes used in Outreach. Your carrier is not actually involved in the call. 

Q: Can I text from Outreach with my imported number?

A: Not at this time.

Q: Can I receive inbound calls in Outreach through my imported number?

A: If you imports your phone number into Outreach, we don't have the ability to receive inbound phone calls to that specific number. As a result, if someone calls your imported phone number it will ring directly to your device and not in Outreach.

Setting up Custom Caller ID

1.  Click on the initials on the bottom left-hand corner of the Outreach platform. On the settings page that appears, click into "Voice".
2. Find the section labeled "Outreach Phone Numbers" and find the "Import my number" button.
   
3. Insert your device's number and click "Verify". Your phone will receive a call. Answer the call and insert the 6 digit verification number shown on your screen.
   
4. Click "Save" located at the top right hand corner, and then refresh your page. Your imported number should now be listed under "Outreach Phone Numbers".

For any questions or feedback, please reach out to support@outreach.io.