As a system administrator, you can add custom caller IDs.

To add a custom caller ID

1. On the Additional Caller IDs page, click Add Custom.
   
   

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2. In the New Caller ID dialog box that appears, do the following:
   
   

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   1. Calling Name: Enter the name that should be displayed in a user’s Caller ID

   2. Calling Number: Enter the phone number that should be displayed in a user’s Caller ID

   3. Applies to all teams: Click to select if this number should be used by all Agent Teams

   4. Attestation: Applies to our STIR/SHAKEN protocol. For more information, scroll down this article

   5. Comments: Enter any information applicable to this number, for example, its purpose (Support, Sales, etc.)

3. Click OK when done.

STIR/SHAKEN Protocol

STIR/SHAKEN is a framework of interconnected standards. STIR/SHAKEN are acronyms for the Secure Telephone Identity Revisited (STIR) and Signature-based Handling of Asserted Information Using Tokens (SHAKEN) standards. This means that calls travelling through interconnected phone networks would have their Caller ID “signed” as legitimate by originating carriers and validated by other carriers before reaching consumers. STIR/SHAKEN digitally validates the handoff of phone calls passing through the complex web of networks, allowing the phone company of the consumer receiving the call to verify that a call is, in fact, from the number displayed on the Caller ID. 

Customers must only use numbers that they legally own for outbound Caller ID:

• If the number was purchased from us (we own the numbers), the call will be signed automatically

• For numbers that are not owned by us (not in our inventory), customers will be required to sign an attestation form in Contact Center

• Customers will not be permitted to choose outbound Caller ID numbers that do not conform to either of the above criteria