Caller ID Pools
Rotate outbound caller IDs across a pool of numbers to maintain answer rates for campaigns.
Caller ID pools let you rotate through a set of outbound numbers when placing calls. Instead of always showing the same number to recipients, the system cycles through the pool, which helps maintain healthy answer rates by reducing the chance of any single number being flagged or blocked.
Why Caller ID Rotation Matters
When a single outbound number is used for high-volume calling, recipients and carriers may flag it as spam, leading to blocked calls and declining answer rates. Rotating across multiple numbers spreads the volume and keeps each individual number's reputation healthier.
Overview
The Caller ID Pools page lists all configured pools with their name, number of DIDs in the pool, rotation strategy, and assignment status.
Creating a Caller ID Pool
Navigate to PBX and select Caller ID Pools
From the main navigation, click PBX and select Caller ID Pools.
Click Create Pool
Click the Create Pool button in the top-right corner.
Name the pool
Give the pool a descriptive name that reflects its use case, such as "US Sales Outbound" or "UK Support Numbers."
Add numbers to the pool
Select which DID numbers to include. Only numbers assigned to your tenant and verified for outbound use can be added.
Numbers must be verified through the Caller ID verification process before they can be added to a pool. Unverified numbers are not available for selection.
Choose a rotation strategy
Select how the system picks the next number:
Strategy Description Sequential Cycles through numbers in order, one after another Random Picks a random number from the pool for each call Least Used Uses the number with the fewest recent calls Save the pool
Click Save. The pool can now be assigned to queues, extensions, or campaigns as the outbound caller ID source.
Using a Caller ID Pool
Once created, a caller ID pool can be assigned at several levels:
| Level | How It Works |
|---|---|
| Queue | All outbound calls from the queue use the pool |
| Extension | An individual agent's outbound calls use the pool |
| Campaign | A dialing campaign rotates through the pool's numbers |
When a pool is assigned, the system automatically selects the next number based on the rotation strategy before placing each call.
Caller ID Risk and Reputation
VoiceCenter includes caller ID risk scoring to help you monitor the health of your outbound numbers. Numbers that show signs of being flagged or reported can be identified early so you can rotate them out or rest them.
Do not add numbers you do not own or have not verified. Outbound calls are restricted to numbers the tenant owns or caller IDs that the provider has explicitly verified. Attempting to spoof caller IDs is blocked by the system.
Managing Pool Numbers
You can add or remove numbers from a pool at any time by editing the pool. Changes take effect on the next outbound call. Removing a number from a pool does not release or delete the number itself.
Best Practices
- Use at least 3-5 numbers per pool for meaningful rotation
- Monitor answer rates per number and rest any that show declining performance
- Match number geography to your target audience (local numbers get higher answer rates)
- Use the Least Used strategy for the most even distribution across numbers
- Regularly review caller ID risk scores and replace flagged numbers