What is Caller ID Routing?

To make managing the calls of your company easier, caller ID routes can be created. These routes can send calls to a particular destination based on a caller's phone number listed for their Caller ID (CID). Using this method of call routing can be a boon for companies that need to separately route local calls and prioritize specific callers.

What is the Caller ID Router User?

When your account has caller ID routing enabled, a Caller ID Router user (x768837) is created. 

This router user is designed to communicate with our server to ensure call routes that are created in Stratus are followed within your account's dial plan. It does this using a “web_responder” application. 

Create Caller ID Routes

Caller ID routes can be created by Office Manager users using the Caller ID Routing tab of the Inventory page. To fully implement caller ID routing for your phone system, the following will need to be completed:

1. Call or submit a request to have caller ID routing enabled for your account.
2. Set your phone number(s) to use caller ID routing.
3. If needed, adjust the Default caller ID route.
4. Create new caller ID routes that meet your company's needs.

Step 1: Request to Have Caller ID Routing Enabled

To get started with caller ID routing, our Technical Support team will need to set up your account to use caller ID routing. You can submit a request to enable this feature by doing one of the following:

• Place a phone call to our team by calling 469-429-2500 or dialing 4-3-5-7 (HELP) on your desk phone or softphone app.
• Live Chat with an agent.
• Send an email to support@spectrumvoip.com
• Submit a Ticket online through our Ticketing Portal or our Knowledge Base's Contact Us form.

Step 2: Adjust Your Phone Number's Destination

With caller ID routing enabled for your account, you can start the process of creating a caller ID routing table for your business and its phone numbers. 

Before caller ID routes can be created, a phone number will need to be dedicated to the Caller ID Router user (x768837). This will ensure that calls to that phone number is routed differently depending on the caller's area code or phone number.

1. On the Inventory page, go to the Phone Numbers tab. 
   
2. Click the phone number or the Edit icon next to the phone number.
   
3. In the Edit Phone Number menu, do the following:
   
   • Treatment - Select User.
   • User - Type and select “Caller ID Router”.
     

     NOTE: If you do not see “Caller ID Router” listed as an option, log out of Stratus and log back in. 

     You can also try clearing your browser's stored cookies and cache by pressing Ctrl + Shift + Delete (for Windows users) or Command + Shift + Delete (for Mac users). 

     If you are still experiencing issues seeing this user listed, please contact our Technical Support team for further assistance.

      
   • Notes - If needed, add any special notes about the phone number, such as its purpose or the date it was updated.
4. Click the Save button.

Optional: Adjust the Default Caller ID Route

On the Caller ID Routing tab of the Inventory page, you can view your caller ID routes. For now, you should see a Default caller ID route that is set to forward calls to the original destination of the phone number you dedicated to the Caller ID Router user. 

If needed, you can adjust the destination for calls that follow this route…

1. Click the Edit icon next to the Default caller ID route.
2. In the Edit Caller ID Route menu, adjust the following as needed:
   
   • Treatment - Select the type of function to send the call to, such as a user, call queue, auto attendant, etc.
   • Forward To - Type and select the specific user or function that will receive the call.
     

     Quick Tip: If you want your time-of-day routing to be followed, you can select your Inbound Routing User to do so. If you have multiple locations, select a specific location's routing user if needed.

      
   • Notes - Type any special notes about the purpose of this route.
3. Click the Update button.

Step 3: Add More Caller ID Routes

Now that a phone number or user is directing calls to the Caller ID Router user, caller ID routes can be created. This can be done on the new Caller ID Routing tab of the Inventory page.

1. On the Caller ID Routing tab of the Inventory page, click the Add New Route button.
2. In the Add New Caller ID Route menu, input the following:
   
   • Call From - Select what kind of numbers the system will apply this route to.
     

     Note: The caller routes you add go by priority. Routes that look for a specific, 10-digit phone number are the highest priority, followed by area code routes, and lastly any number routes. 

     If you add a caller ID route for a 10-digit phone number that shares an area code used in a different route, that phone number's call will follow the 10-digit number caller ID route since it has a higher priority.

      
     Your options include:
     • 10 digit number - Select this if this route will apply to a specific phone number that calls in. 
       • Routes for 10-digit phone numbers have the highest priority.
     • Area code - Select this if this route will apply for any callers who have a specific area code. 
       • Routes for area codes are prioritized over any number routes, but 10-digit number routes have higher priority.
     • Any number - Select this if this route will apply to any caller. 
       • Routes for any or all numbers are the lowest priority. 
   • Call From # - Type either a 10-digit phone number or 3-digit area code for system to search for.
   • Call To - Select one of your phone numbers that would be called by the caller following this route.
     
     

     Note: If you want this to apply to all numbers that use the Caller ID Router user, select Any.

     If you do not see a specific phone number listed, make sure that number has the Caller ID Router set as its destination in the Phone Numbers tab.

     

      
   • Treatment - Select the type of function that will receive the call from this route, such as a user, voicemail, call queue, auto attendant, or phone number.
     

     Quick Tip: If you need this route to send calls to another location on your account that has its own time-of-day routing, you can set the destination as that location's inbound routing user.

      
   • Forward To - Type the specific extension number or name of the function/user receiving this route's calls. If you selected PSTN number, type the external 10-digit phone number callers will be sent to.
   • Notes - Type any special notes about this caller ID route to make identifying it more convenient.
3. Click the Add button.
4. On the confirmation message that appears, click the OK button.
   
5. Repeat steps 3-5 for each needed caller ID route. 
6. Place a test call to these phone numbers to confirm your call is following the default caller ID route or any special routes you set for an area code or your cellphone's phone number.

Example Caller ID Routes to Create

Since these caller ID routes are flexible and highly customizable, you can create a variety of routes with different purposes. To review some commonly used caller ID routes, read the module below.