Overview

Users can be given the option to pick LocalPresence as a caller ID (or the default caller ID for an entire team can be LocalPresence). When a prospect is called via Playbooks, It takes the prospect’s area code and selects a number to present to their caller ID that matches the geographical location of the prospect. 

This builds a sense of familiarity with the prospect. It also increases the odds of contact, even if the call is not answered on the first attempt. If a prospect misses the call and dials the number that appears on their Caller ID, the call will be directed to the user’s agent number (according to the default rep queue configuration).

Topics

Calling Different Countries and Area Codes

To be able to use Local Presence number when calling a specific Country, your company needs to request a separate Local Presence bucket for the required region. Local Presence numbers are available for a wide number of countries world wide (US, Canada, Europe, Asia, Australia); for a detailed list of available countries or for information about Local Presence numbers for a specific country, please contact your Account Manager.

Once a user has LocalPresence setup as a caller ID, they can use Playbooks to call a colleague or somebody else (with the phone number in the required territory), to confirm if the local presence numbers show as caller ID. Ideally, they should test this with someone who is in a different geographical location (with a different area code).

Issues When Using Local Presence

Users may find that when they call certain area codes, their personal number shows, instead of LocalPresence. This usually happens when their company may not have requested LocalPresence numbers for those target area codes. At times, outbound calls may also be failing if you do not have Local Presence numbers for the territory to which you are calling (while Local Presence is enabled); in such cases, users can change their Caller ID to their Agent number or a custom number to be able to make calls (until you request to a Local Presence bucket for that region).

Note: LocalPresence doesn’t work when calling toll-free numbers because the area code for those numbers doesn’t match any geographical location. When calling a toll-free number while using LocalPresence, Playbooks displays the Agent Number instead of a LocalPresence number.

Also, there is no guarantee that onward carriers in different countries will deliver the same caller ID that is being sent by Playbooks; in some countries, this may happen due to internal regulations. However, if such issues reoccur, they can be investigated by our telephony team, make sure to provide the following information when reporting issues with Local Presense:

• Time when you made the call including the time zone
• The number that you were calling
• The caller ID that was displayed to the user

<supportagent>
When a customer reports that local presence is not working (i.e. wrong caller ID is being displayed to prospects), make sure to check trace for the affected calls in the Homer tool - search for the called number and check which Calling number was sent. If a wrong number was sent, such issues need to be escalated to SaaS. If correct number was sent in the trace (but wrong caller id was displayed to the prospect) and this is a reoccurring issue, this can also be escalated to SaaS to report to our VoIP carrier. I.e., if there is only one example when wrong caller ID was delivered, please request for more examples, as the SaaS team/ VoIP carrier will most likely need more than one example to investigate the issue. You can check local presence numbers assigned to the user's organization in Domo.
</supportagent>

Busy Signals

If a Rep is getting a busy signal when calling using LocalPresence (but not when calling the same numbers directly outside of Playbooks), it is likely that the LocalPresence number has been marked as Spam.  Local carriers (or cell phone providers) usually have full control over which incoming numbers are marked as Spam. Calling the same leads repeatedly and frequently can cause our LocalPresence numbers to be marked as spam. Even if one Rep has called a lead excessively with LocalPresence, the LocalPresence number could get marked as Spam.

If some users are reporting the issue where they get busy signals on calling prospects, and if they have LocalPresence setup, then try changing their caller ID to a custom caller ID instead of LocalPresence. This can help if the Local Presence numbers are being blocked as Spam.

Outages

Sometimes, due to an outage, LocalPresence may not work as expected. Prospects may see the Agents’ personal cell phone numbers as caller ID, instead of the LocalPresence numbers.

If multiple users are facing the issue where the agents’ personal phone numbers are showing as caller ID, instead of the LocalPresence numbers, then it is likely an outage. You can check the Playbooks Status page for information about incidents or report the issue to our Support Team.

<supportagent> You should search Zendesk for other similar tickets raised recently and you should search for any reported SaaS incidents. If this issue only manifests when calling certain area codes, it is likely that the customer needs to request local presence numbers in that area code.

</supportagent>

Related Articles

• Setting Up Caller ID
• Requesting a Local Presence Bucket
• Downloading a List of Local Presence Numbers
• Issue where Playbooks is showing the agent number and not the LocalPresence number as Caller ID
• Scam Warning Likely when using LocalPresence
• Caller ID Not Coming Across to Clients Correctly
• Calls are Blocked As Spam