Applies to: Admins/Owners
Outcome: Understand why a Fixed DID improves answer rates and brand recall, purchase one, assign it as caller ID (CLI), and verify it works.
Time: 7–12 minutes

Why buy a Fixed DID?

• Consistent caller ID → higher trust: Customers see the same number every time, so they’re more likely to answer.
• Better brand recall: Prospects can save the number with your business name.
• Professional presence: A single, branded outbound identity across teams/campaigns.
• Simpler callbacks: If the Fixed DID also accepts inbound (plan-dependent), you can map it to IVR/queues for return calls.

Prerequisites

• Role: Admin/Owner with Numbers/DIDs and Outgoing permissions.
• Account: Active plan, KYC completed.
• Billing: One-time + monthly rental may apply.
• (Optional) Decide scope: one Fixed DID per team, per campaign, or a single brand-wide number.

Step 1 — Purchase a Fixed DID

1. Open Numbers
   Dashboard → Manage → DIDs → Add New
2. Filter by Region and (if shown) Operator Group; choose a number suitable for your audience.
3. Select the number → Continue → review pricing & rental → Confirm.
4. Ensure its status shows Active in your DID list.

Expected result: The Fixed DID appears under Manage → DIDs.

Step 2 — Set it as the outbound caller ID (CLI)

1. Open caller ID settings
   Dashboard → Calls → Outgoing → Caller ID Policy
2. Choose the scope (e.g., All users, a specific Team/Department, or Selected agents).
3. Assign the newly purchased Fixed DID as the Default Caller ID for that scope.
4. Save.

Expected result: Outbound calls from the chosen scope present the Fixed DID to recipients (subject to carrier/network constraints).

Step 3 — Verify (2-minute test)

• Place a test call from an assigned agent to two different mobile carriers.
• Check the handset’s screen shows the Fixed DID.
• In Calls → Logs, confirm Caller ID = Fixed DID for the test call(s).

Pass criteria: Recipient devices display the expected number; logs show the Fixed DID as CLI.

Limitations & notes

• Carrier presentation: Some networks may override or block certain CLIs. Use an approved domestic DID; verify across carriers.
• Inbound behavior: Not all Fixed DIDs accept inbound by default. If inbound is supported, map it in your IVR; otherwise, callers to that number may not reach you.
• Number reputation: Encourage customers to save the number; avoid high-frequency short calls that can hurt reputation.
• Portability/ownership: Porting/ownership depends on your contract and operator group; confirm with your Account Manager.

Troubleshooting

• Recipients see a different/random number: Check Caller ID Policy scope; confirm the agent belongs to the mapped team; retry on another carrier.
• Call fails with the Fixed DID as CLI: Your route may forbid that CLI; assign an allowed DID or contact Support.
• Spam/unknown labeling: Maintain healthy calling patterns; use consistent messaging; ask frequent contacts to save your number.

Escalation (copy-paste email template)

Subject: Fixed DID setup/CLI presentation — assistance needed
To: support@myoperator.co
Body:

• Account/Company: [ ]
• Fixed DID: [ +91-XXXXXXXXXX ]
• Scope assigned: [ Team/Agents ]
• Test numbers & carriers tried: [ ]
• Observed vs expected CLI: [ ]
• Screenshots (handset & Logs): [attach]