DID Management

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Introduction

Master your calling experience with DID Management! Our robust system empowers you to achieve this with a variety of options, including primary DIDs, fallback DIDs, and the newly introduced dynamic DIDs.

Dynamic DIDs

Users can add multiple DIDs to a campaign, all originating from the same trunk as the Primary DID selected for the campaign. The system then dials these selected numbers automatically in a round-robin fashion, ensuring reliable call connections.

To activate the dynamic DID feature, log in as an admin and navigate to Admin > Settings > Admin settings, and ensure that "Dynamic DID for Campaign" is enabled in your admin settings.

Fallback DIDs

The Fallback DID feature comes into play exclusively during primary trunk DID issues, such as trunk or server downtime. Users can select a number from the list of configured fallback DIDs.

Note: For optimal business continuity, it's recommended to choose a number from a different trunk associated with the primary DID.

Dynamic Fallback DIDs

Both the fallback DIDs and Dynamic Fallback DIDs serve as backups in the event that primary DIDs are unavailable for any reason. Within the campaign configuration, users can select a list of fallback DIDs to ensure successful call connections with customers.

How to Configure?

  • For instructions on configuring DIDs in a campaign, refer to the Outbound campaign article.
  • Refer to the CDR for reporting details corresponding to the DIDs.

Benefits

  • Enhanced call connectivity: Offering multiple pathways increases the likelihood of successful calls, especially during peak volumes or regional restrictions.
  • Improved acceptance rates: Local or familiar DIDs boost call acceptance, as customers are more likely to answer calls from recognized numbers.
  • Efficient call distribution: Round-robin routing ensures fair distribution amongst agents, preventing overloading and enhancing efficiency.
  • Flexibility and control: Assign specific DIDs to campaigns based on target audiences, marketing channels, or desired brand image.
  • Data-driven decision-making: Track individual DID performance metrics for optimized campaign allocation and future planning.

Use-Cases

  • Local advertising campaigns promoting specific branches or product offerings.
  • Segmentation based on customer preferences or demographics.
  • A/B testing different DIDs to identify optimal call acceptance rates.

Points to Note

  • Previously, each campaign in the CloudAgent system was allocated a single DID. Now, administrators can dynamically select a specific list of DIDs from the accounts during campaign creation.
  • The CloudAgent system employs a round-robin format, sequentially dialling selected numbers. This ensures seamless call attempts using alternative DIDs if the first one fails to connect.
  • The option to configure dynamic DIDs applies to Fallback DIDs as well.
    • Note: As a best practice, the Primary DID & Fallback DID should not belong to the same trunk.

Who can use it?

This feature is ideal for businesses running outbound campaigns, including:

  • Sales and marketing teams
  • Customer service and support centres
  • Telemarketing and lead generation agencies
  • Debt collection and recovery organizations
  • And many more!

Updated about 1 month ago