Setting Up Caller Name/ID via CallFlows app

Owned by Support Team
Last updated: Feb 20, 2024 by Artemiy Firsov
4 min read

This guide is about how the Caller ID (the phone number shown to the callee when agents make outgoing calls) can be configured on the Velvetel Portal by using the CallFlow application. It can be done in the following sections according to the hierarchy

  • Account

  • User

  • Device

Account level is the default one. If there is a need to configure additional Caller ID settings it can be done at the User. If the Caller ID is set on the Device level, this setting will be applied. If there is no Caller ID at any level, the Device Name will be used as Caller ID.

Caller Name Configuration

  1. Enter the corresponding cluster Portal:

    1. US cluster - https://portal.velvetel.net/uiv2/

    2. EU cluster - https://portal-eu.pbx-cloud.velvetel.net/monster-ui/

  2. Enter your

    1. Username

    2. Password

    3. Account Name

  3. Click on the 'Apps' icon in the upper bar (Fig.1) 
    Fig. 1 Location of the 'Apps' icon 

  4. Select ‘Callflows’ application (Fig. 2)
    Fig. 2 Location of the ‘Callflows’ application

     

  5. Setting up the Caller ID in the Account Settings. It can be done by selecting the ‘Account Settings’ section (Fig. 3)
    Fig. 3 ‘Account Settings’ location

  6. ‘Caller ID Number' can be set in the ‘Account's External/Off-net Caller ID' section. The base value is 'Default’. (Fig. 4)
    Fig. 4 ‘Account's External/Off-net Caller ID' section

  7. To change the Value a drop-down can be opened and the required phone number can be searched (1) or/and selected (2). You can also type your Caller ID in case it does not follow E.164 standard (e.g. your local provider connected to Velvetel via SIP trunk expects phone numbers to start with 0). To apply the changes the ‘Update’ button can be pressed (Fig. 5)
    Fig. 5 Selection and application of the Caller ID Number

  8. Setting up the Caller ID for the User. It can be done by clicking on the ‘User’ section (Fig. 6)
    Fig. 6 User section selection

  9. Select the required User from the left-side menu (Fig. 7)
    Fig. 7 User selection

  10. In the ‘Outbound Calls’ section enter the required phone number into the ‘Caller ID Number’ and press ‘Save’ button (Fig. 8). Please note that Caller ID can be different for internal calls (e.g. calling extensions), and external calls (e.g. calling call phone of your client).
    Fig. 8 ‘Caller ID Name’ in the User section

  11. Setting up the Caller ID on the Device. It can be done by clicking on the ‘Device’ section (Fig. 9)
    Fig. 9 ‘Device’ section selection

  12. Choose the required device from the left-side menu and click on it (Fig. 10)
    Fig. 10 Device selection

  13. Press the ‘Advanced’ Tab and select the ‘Caller ID’ section (Fig. 11, Fig. 12)
    Fig. 11 ‘Advanced’ Tab selection

    Fig. 12 ‘Caller ID’ section

  14. A required phone number should be entered into the ‘Caller ID Number’ field in the format according to the placeholder and after that, the ‘Save’ should be pressed (Fig. 13). Please note that Caller ID can be different for internal calls (e.g. calling extensions), and external calls (e.g. calling call phone of your client).
    Fig. 13 ‘Caller ID Name’ field location