Caller ID

In this article, we’ll cover:

• Recommended practices
• Caller ID step controls
• Example call flow 

Recommended practices

Adding the Caller ID step is recommended to take control of your incoming calls:

• If you keep getting calls from certain unwanted numbers, patterns, or private numbers, you can add them to the Caller ID phone list and route them to the Match branch to be hung up immediately, effectively blocking spam or irrelevant calls.
• If calls come from specific numbers or patterns, you can route them straight to the right department or person so they're handled efficiently.

Caller ID step controls

1. Phone numbers: Enter the phone numbers or the start of phone numbers you'd like to match, for example:
   1.  '+64' to match all New Zealand phone numbers, or
   2. '+61 4' to match all Australian mobile phone numbers.
   3. To enter multiple numbers at once, include a comma between each number.
2. Also match private numbers: Allows you to include hidden or unknown numbers and redirect them to a specific path.
3. Match: This branch sets where the numbers from "Phone numbers" are routed.
4. No match: This branch redirects any number that doesn't match the patterns or numbers listed under "Phone numbers.”

Example call flow

Here's a simple guide on using the caller ID step:

1. A phone call comes in  :

   1. Specific numbers (+61 *******47 or +61******76): 
      1. Ring Cherry for 30 seconds.
      2. If unanswered, the phone call is sent to Cherry's personal voicemail.
   2. All other numbers:
      1. Ring the receptionists group for 30 seconds.
      2. If none of the users answer, the call is sent to the number's default voicemail.

Guide to create this flow:

1. Go to the Admin tab and open the Call flow builder.

   

2. Create a new call flow or select an existing one you want to edit.
   

3. Once you’ve opened a call flow, click the + icon under Incoming Call.

4. Click the advanced section.

5. Select the Caller ID step. 

6. Click configure and enter the phone numbers you'd like to isolate — in this case, +61 *******47 and +61******76 — and hit done.
   
7. Under Match:
   1. Click the + icon and select the Ring Users step.
      
      1. Select the user to receive the call — here, it's Cherry.
         
   2. Hit the + icon and add send to voicemail.
      
      1. Enter a specific user to send the call to their personal voicemail.
         
8. Under No match:
   1. Click the + icon and select the Ring Users step.
      
      1. Choose the user or group to receive the call — in this flow, it's the receptionists group. Here's how to add users to a group.
         
   2. Hit the + icon and choose send to voicemail.
      
      1. Leaving it at 'assigned user' means that calls will go to the number's voicemail, accessible to its assigned users.
         

Remember to name your call flow and hit save!