documentation/content/applications/general/voip/axivox/dynamic_caller_id.rst

=================
Dynamic caller ID
=================

*Caller ID* identifies the caller when they make a phone call. It allows the recipient of the call
to see what number the caller is calling from. Caller ID shows users and clients who is calling, so
they can choose to pick up or decline the call.

Axivox offers a dynamic caller ID option to choose which number is displayed on outgoing calls.

International numbers can be purchased to do business transactions internationally, via a phone
call, from a number that has an area code or country code of the destination being called. By
displaying a local number, this can increase customer engagement.

Some companies have many employees making calls from a call center. These employees are not always
available to receive a return phone call from a prospective customer. In this case, :abbr:`VoIP
(Voice over Internet Protocol)` can be configured in such a way that dynamic caller ID shows the
main company phone number, so any number of employees in the group can answer the call. This way, a
call is never missed.

.. _voip/axivox/dynamic-caller-id-default:

Default outgoing number
=======================

In Axivox a *default number* can be set. This is a company's main number. This means, when anyone
from the company (user/employee) calls a number outside the company, the default outgoing number
shows up automatically on the caller ID.

If someone from outside the company tries to call back a user/employee, they are then funneled back
through the main line (default number). If there is a dial plan set up, they are prompted to make
selections. This is especially helpful in cases where employees change positions frequently, or if
they leave the company.

.. seealso::
   - :doc:`dial_plan_basics`
   - :doc:`dial_plan_advanced`

To access the default number, go to the `Axivox management console <https://manage.axivox.com>`_,
and log in. Then, click into :guilabel:`Settings` in the left menu, and navigate to
:guilabel:`Default outgoing number`.

From here, change the :guilabel:`Default outgoing number` by clicking the drop-down menu, and making
a selection from the incoming phone numbers available on Axivox.

Be sure to :guilabel:`Save` the changes, then click :guilabel:`Apply changes` in the upper-right
corner of the :guilabel:`General Settings` page to implement the change.

The :guilabel:`Default outgoing number` is what shows up by default in the Axivox management portal.
However, the outgoing number can also be configured differently at the user level.

Users
-----

To configure the outgoing number at the user level, log in to the `Axivox management console
<https://manage.axivox.com>`_. Next, click :guilabel:`Users` from the menu on the left, and then
click :guilabel:`Edit` to the right of the user that is to be configured.

Under :guilabel:`Outgoing number`, click the drop-down menu to select either the :guilabel:`Default
outgoing number` (as specified here: :ref:`voip/axivox/dynamic-caller-id-default`), or any of the
incoming numbers on the Axivox account.

Choosing the :guilabel:`Default` selection in the :guilabel:`Outgoing number` drop-down menu ensures
this user has the :guilabel:`Default outgoing number` shown on their caller ID when making calls.

If a specific number is chosen, and that number is assigned to this user under :guilabel:`Incoming
numbers` (in the Axivox console's menu on the left), that means this user has a direct line for
customers to reach them.

Once the desired changes are complete, be sure to click :guilabel:`Save`, then click
:guilabel:`Apply changes` in the upper-right corner to implement the change.

.. tip::
   By default, when creating a new user in Axivox, the :guilabel:`Outgoing number` is automatically
   set to :guilabel:`Default`.

Advanced options
----------------

To access the :guilabel:`Advanced options`, navigate to the :guilabel:`Settings` option in the menu
on the left of the `Axivox management console <https://manage.axivox.com>`_. Then, click
:guilabel:`Advanced options` to the right of :guilabel:`Default outgoing number`.

By default, there are not any advanced rules set. To create one, click the green :guilabel:`+
(plus)` icon. Doing so reveals a line with two blank fields. From here, different caller IDs can be
set up, depending on what location the user/employee is calling from.

To create a rule, first set the :guilabel:`Destination prefix` in the first empty field. This is the
country code, complete with zero(s) in front of it. Then, in the second empty field, select the
phone number that should be used for calling out from that country code.

.. important::
   Check the box for :guilabel:`Apply advanced rules even for users with a default outgoing number
   configured` to allow these rules to take precedent over all other outgoing configurations.

.. tip::
   The order of the rules can be modified by dragging-and-dropping them into another order. The
   first matching rule is applied.

.. example::
   For example, a company wants all users/employees to utilize the configured number for Great
   Britain when calling from the `0044` country code (Great Britain).

   To accomplish that, simply type in `0044` into the :guilabel:`Destination prefix` field, and
   select the number starting with the `+44` country code. Order the rules as necessary, and select
   the checkbox to supersede all other rules, if needed.

   .. image:: dynamic_caller_id/advanced-callerid.png
      :align: center
      :alt: Advanced options for the default outgoing number.

Once the desired configurations are complete, be sure to click :guilabel:`Save`, then click
:guilabel:`Apply changes` in the upper-right corner to implement the change.