How to display a specific phone number when making Digital Voice for Business calls (Group Calling Line ID)

With the Business-level Group Calling Line ID feature, you can decide what phone number is displayed to callers when your employees make calls.

For example, you may decide that when a sales employee calls a customer, your organisation’s sales phone number is displayed to the customer rather than the employee’s actual number. 

This means that if the customer calls back, they’ll go into your sales call queue rather calling the individual employee they spoke to earlier. 

Note: each employee can have only one phone number displayed at any one time. If they want to change it at any point, they can do so using the Digital Voice for Business portal following the instructions below.

How to set up Group Calling Line ID

1. Log in to the Digital Voice for Business portal.
   
2. Select Features from the sidebar menu on left.
   
3. In the Group calling line ID tile, click the settings icon.
4. Next, choose what type of number you want to display. You’ll have three options:
      •  Set up a User number – this will display the user’s own phone number when they make calls. This is the default setting, so no further changes are needed to set this up.
      •  Set up a Business number – this will display the Business phone number you’ve set up from an existing phone number on the platform. To set this up:
               1. Select Business number.
               2. From the drop-down menu, select the phone number you want to display for everyone in the business.
               3. Click Save.
               4. To change this, click Manage underneath the Business display number.
      •  Set up a Presentation number – this will let you form groups of users and display a phone number for each group. To set this up:
               1. Select Presentation number.
               2. Name your group of users.
               3. From the drop-down menu, select the phone number you want to display, from the selected users in this group.
               4. Click Continue.
               5. From the drop-down menu, select the user or users you wish to add to the group.
               6. Click Save.
               7. To add more groups, click Add calling group under.
               8.  Follow the same steps as above, as needed.

Note: there is a slider that shows the ‘Default group’.  Any new users will automatically be added to this default group. You can only select one group to be the default group, and this will not affect how the feature works.

How to set up a Business display name

You also have the option to show a Business display name for outgoing calls as part of the caller ID. Instead of your business number being shown to the caller, the chosen display name will be shown instead. Note: this usually only works when you’re calling a mobile number.

To set this up:

1. Under Business display name, tick the box that says Send as part of caller ID for outbound calls.
2. Enter the name you wish to display on outgoing calls.
3. Click Save.
   
4. To change the Business display name, click Manage and follow the steps above.