Technology for Translating Caller ID Information

Wrong or missing caller identification (ID) information can discourage potential customers, partners, or affiliates from answering your calls. As a business, you don't want to spend the entirety of your day answering unknown calls either. Calls with wrong or missing caller ID information are perceived to be troublesome robocalls and spam calls. According to the Consumers Union, spam calls cost American businesses over 20 million hours a year, which translates to a whopping $475 million worth of productivity.

But, how can your organization get a call center that gets rid of these troublesome spam calls and robocalls while at the same time ensuring that your outbound calls have correct caller ID? What are the tools that businesses can use for translating caller ID information?

What Is Caller ID?

Caller ID is a telecommunication service that identifies and displays the name and phone number of the maker of an incoming call on the receiving device screen after the first ring. It's available in analog and cloud communication systems.

There are two types: incoming and outbound. Incoming caller ID makes it possible for the phone number and name (if present) of the incoming call to show on your display. On the other hand, external caller ID can be customized so that every external call made by an employee of your company displays the same company name and phone number.

Apart from preventing irritating telemarketer calls, incoming caller ID service helps businesses ensure that they’re well-prepared and available when an important client calls. This can help you build a robust customer relationship management (CRM) system which will enable your business to track who’s on the other end of every incoming call and the number of times you have spoken with each caller. Research shows that customers feel more contented talking to your support staff when they are addressed by name, thus caller ID leads to a positive brand connection and lasting customer loyalty.

Outbound Caller ID Blocking

The smarter business phone systems like those hosted by 8X8 have an outbound caller ID blocking feature, officially referred to as calling line identification restriction (CLIR), which allows you to block and unblock the display of your caller ID on the receiving device. This can be done using your phone or by using a virtual office desktop.

Being able to control how your caller ID is displayed on the receiving devices is important if you want your call recipients to recognize you every time you call. Studies show that recipients are more likely to receive calls from well-known phone numbers. Also, the use of well-known numbers encourages your recipients to return calls.

Altering Internal Caller ID

Using Caller ID spoofing, provided by Voice over Internet Protocol (VoIP) service providers such as 8x8, it's possible to prompt a telephone network to display a number on the receiving device’s caller ID display screen that is not the same as that of the actual making device. Similarly, direct inward dialing (DID), or direct dial-in (DDI), is a telecommunication service that directs the private branch exchange (PBX) where to route an incoming call, when there are more internal call receiving devices with external phone numbers than there are actual inbound lines in a company.

How Does Caller ID Info Translation Happen?

The caller ID name is uncovered by the receiving device, and then the receiving device interrogates a Calling Name (CNAM) database to reveal the name registered to the provided phone number.

A telecommunications-providing server receives a data packet requesting a VoIP call at a first port of the server and responds to the data packet by determining a geographic region that an endpoint device identified using the data packet is located and whether a local line should be accessed.

The providing server responds to the data packet, indicating that a local line should be accessed by revising a caller ID for the VoIP call based on the client-specific sets of data, based on an identifier that corresponds to the endpoint requesting the call and the determined geographic region, and then sends the control data. The control data activates an analog-telephone bridging circuit and redirects the VoIP call by obtaining a dial tone and passing at least a subset of the data packet through the analog-telephone linking circuit for linking over the local line.

To send caller ID information to your phone, the telecommunication service provider uses a Frequency Shift Keying (FSK) technique to send character data to the caller ID box.

As a business, you never want to be caught off-guard by your clients. Always identify your clients by their names when they call, even when you are not in your office or near your phone by investing in a robust virtual contact center.

Businesses rely on their technology to empower them to be as productive as possible. With 8x8's world-class technology you get everything your business needs in one place. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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