Dynamic CID
Choose which of your phone numbers can be used as the caller ID on outgoing calls.
In the CRM: My Numbers → Dynamic CID → Dynamic Numbers
What Dynamic CID does
Dynamic Caller ID chooses an outgoing caller ID from a pool of your eligible phone numbers. A DID is simply one of those phone numbers. The pool is separate from the list of all numbers on your account.
Open My Numbers → Dynamic CID → Dynamic Numbers. The screen contains Settings, Number Pool, recent rotation events and answer-rate reporting. An extension must also have Dynamic Caller ID enabled before it uses the pool.
Choose how a number is selected
| Setting | Meaning |
|---|---|
| Area match | Prefer an eligible pool number with the same area code as the called number. |
| Distribute only | Rotate through eligible numbers based on which was used least recently, without preferring the area code. |
| Min interval between calls per DID | The minimum gap configured between selections of the same number. |
| Enable auto-park | Allow the configured answer-rate thresholds and minimum sample to remove poorly performing numbers from active rotation. |
| Daily report | Choose the report email address and send time. |
| Save Settings | Save changes made in this settings section. |
Build and maintain the number pool
Toll-free numbers are excluded from this pool. Active, parked and burned describe rotation states; they are not the same as whether the phone number still belongs to your account.
Pool actions save individually. The Save Settings button applies to the settings above, not a pending batch of number-row changes.
- Find the eligible number in Number Pool. Use Refresh if the list is out of date.
- Select Add to pool for a number that should participate.
- Use Park to pause an existing pool member, or Unpark to make a parked member eligible again.
- Use Remove when a number should leave the rotation pool. This is different from releasing the phone number from your account.
- Read the row’s confirmation and refresh to verify the saved state.
Enable the extension and verify a call
- Open Settings → My Profile → Extension.
- Enable Dynamic Caller ID for the extension that should use the pool.
- Confirm that the pool has eligible active numbers and that the settings are saved.
- Place an expected test call, then return to Recent Rotation Events. Check the extension, called number, chosen DID and reason.
- If no selection appears, check the extension opt-in and pool state before changing unrelated call-routing settings.
Read capacity and answer-rate reports
Capacity summarizes enabled extensions, active pool size and recent calling volume. The What-if simulator lets you try different agent counts and call-volume assumptions; changing its inputs does not buy numbers or change the pool.
Answer Rates shows total and answered calls, average duration, short calls and a verdict for the selected date range. Use Apply after changing the range, or Last 7d for the recent period.
Verdicts such as At risk or BURNED are calculated from call statistics. They are signals to investigate, not confirmation from every carrier that a number is blocked. A small sample is not enough to judge performance.
When something does not update
| What you see | What to check |
|---|---|
| No numbers | Confirm that eligible local numbers are assigned to the account and that its calling connection is available. |
| No rotation events | Verify that Dynamic Caller ID is enabled on the extension and that a qualifying outbound call has occurred. |
| A row shows an error | Read the error, refresh and confirm the current state before trying the action again. |
| No answer-rate results | Check the date range and whether outbound call records exist for it. |
| An unexpected caller ID | Review the chosen-number event, selection mode and active pool members. |