Local Presence improves pickup rates for outbound calls by displaying caller ID as from a matching or neighboring area code as the person receiving the call.
Let's take a look at Local Presence in Dialpad.
Purchase Local Presence
From Dialpad.com, navigate to Admin Settings > Office > Office Settings > Local Presence.
Local Presence is available through three purchase options:
- Top 100 Metro Areas: Covers around 80% of the U.S. population
- Individual Phone Numbers: Get a single phone number important to your business
- Complete Package: Covers around 98% of the U.S. population
Choose a purchase option, then follow the purchase flow to successfully add Local Presence to your Dialpad account.
Plan on choosing the Top 100 Metro Areas purchase option? Select View Coverage Areas and you'll see a list of area codes and cities defining this purchase option's coverage areas.
Once you've chosen a bundle, the Local Presence's coverage area appears and indicates the coverage area. You can also purchase single numbers to use.
Enable Local Presence for a Call Center
From Dialpad.com, navigate to Admin Settings > Call Centers > Advanced Settings > Call Settings.
Use the Call Center Caller ID drop-down and select Local Presence. You'll only see this if the Call Center is assigned with at least one number.
Use Local Presence as a Call Center Agent
From the Dialpad app, select the Call button and choose the appropriate Call Center from the New Call From drop-down.
Keep in mind that you don't need to choose a specific number assigned to the Call Center. As long as the Call Center's caller ID is set to Local Presence by an Admin, all numbers assigned to the Call Center will allow Local Presence to work automatically.
Local Presence uses the best-available number from the purchase option chosen. As the call takes place, you'll see a special label indicating the number used by Local Presence.
Notice that it matches the area code of who's being called. As seen above, a number already assigned to the Call Center may be used anyway if the recipient of the call uses a number with an area code matching or neighboring the Call Center's.
Use Local Presence in Coaching Teams
You can also apply Local Presence to Call Center Coaching Teams. From the Dialpad app, go to your Admin Settings and click on Coaching Teams. Scroll down until you reach Local Presence and click on the checkbox to use Local Presence numbers for members of your Coaching Team.
Frequently Asked Questions (FAQs)
What happens if someone calls back?
If the recipient of a call makes a call back to the Local Presence-based number, it'll be routed to the Call Center. Dialpad attempts to reach the Agent who made the outbound call first, then routes to another agent.
For Coaching Teams, if the recipient of an outbound call returns the call by dialing that Local Presence-based number, it'll be routed to that agent's voicemail. However, if they dial a Local Presence-based number that did not originate from an agent, the call will be routed to the main line voicemail.
What happens if a rep calls a number whose area code is not part of the number bundle I’ve purchased?
If the area code being dialed is not in the Local Presence number bundle, Dialpad will try to find a nearby area code in your purchased bundle based on LATA (Local Access and Transport Area). This lookup occurs automatically when a call is placed, and if no suitable area codes are available in the bundle, Dialpad will default to the Call Center area code.
What should I do if Local Presence reads 'unable to allocate number for this area'?
We may run out of area code-specific numbers from time-to-time, but you may reach out to our Support Team and request additional numbers to satisfy the need.
What happens if a rep calls into an area with overlapping area codes, such as a dense metro area?
Local Presence will automatically choose the area code that is part of the bundle that you’ve purchased, thus the outbound area code might not exactly match the area code being called. For example, when dialing a 646 area code in Manhattan the outbound number might show as the 212 overlapping area code.
What does 'Dynamic Caller' mean in call logs?
An inbound call back to a local presence phone number will be labeled as 'DynamicCaller' in the call logs. There is no change for outbound calls which appear as normal outbound calls from the Call Center.