Assign Caller IDs & Outbound Routing

Where to assign caller IDs#

Open Settings → Voice and scroll to Caller IDs & Routing. Choose the Outbound tab. Each row is one agent, showing their assigned caller-ID numbers as chips — with a ★ default and a provider badge — plus Edit and Remove actions.

The Outbound tab: each agent and their assigned caller-ID numbers

Assign numbers to an agent#

Click Add user (or Edit on an existing row):

Pick the agent.
Select the numbers they can call from. Numbers are grouped by connection and provider, each with a country flag, and you can mix numbers from different providers.
Optionally choose a Default caller ID. Leaving it as “No default — show all numbers” is perfectly valid.

Click Save.

Assigning caller-ID numbers and a default to an agent

How this drives calling#

An agent’s dialer only shows their assigned numbers.
With a default set, click-to-call dials straight from that number.
With multiple numbers and no default, click-to-call shows a “Call from…” chooser each time.

ℹ️

Removing an agent’s assignment makes them fall back to the organization’s first available number, so they can still place calls.

✅

Assign the number that matches each agent’s region so recipients recognise the local caller ID — see also country-match dialing in Click-to-Call from Records.

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