Purpose:
The purpose of this article is to provide answers to frequently asked questions regarding Custom Caller ID in Outreach Voice.
For more information on configuring a Custom Caller ID in Outreach Voice, refer to How To Configure Custom Caller ID (Import a Phone Number into Outreach).
FAQs:
Q: Does importing a number cost anything?
A: Importing a number is free! This means that you do not have to pay (~$1/month) to purchase and utilize an Outreach number. For more information on voice pricing, refer to the Outreach Voice Pricing Overview.
Q: If the Prospect dials back the number, does it go to Outreach?
A: When a Prospect calls you back, the call is routed directly to your device. This means you device's number displays who is calling you rather than the Outreach number, removing the need to check your incoming and missed calls by logging into Outreaching. Inbound calls to a personal device will not have the prospect name/information and will not display in the Outreach Call Log list view as they skip Outreach completely.
Q: Can I still use Local Presence
A: Imported numbers can be used for local Presence the same as numbers purchased in Outreach are used for local Presence. When using local Presence, Outreach automatically uses the imported phone number if it matches the prospect's area code.
Q: Is this available for only computer-based calls?
A: You can dial out using your phone or computer with an imported number.
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) automatically route to voicemail when the phone receives a call from its own number; therefore, for test purposes, it is 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. The Custom Caller ID feature is dialing out using an Outreach number, but the number that your 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.
Additional Resources:
Outreach Voice Reference Section
How To Configure Custom Caller ID (Import a Phone Number into Outreach)
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