Local Presence

Local Presence improves pickup rates for your outbound dialers by displaying their caller ID as from the same area as the person they’re calling by intelligently selecting from a bundle of numbers for each call.

Setting up Local Presence

Local Presence is set up by first navigating to the bottom of the Office Settings page:

There, you’ll be presented with three purchase options:

1. A number bundle that represents the top 100 metro areas of the US, covering about 80% of the US population. This bundle costs $200 USD/month.
2. If you don’t need extensive coverage, you can purchase individual numbers covering the areas that are important to your business. These numbers are purchased at the standard Dialpad rate.
3. A number bundle that represents the top 300 metro areas of the US, covering about 98% of the US population. This bundle costs $500 USD/month.

Once your numbers have been purchased, you can view them by clicking “Preview Coverage Areas,” which will open a drawer exposing the numbers you’ve purchased.

Please note that it takes several minutes to populate your numbers after you’ve purchased a bundle.

Enabling Local Presence for a Call Center

Currently, Local Presence must be enabled through a Call Center. To do so, navigate to the settings for the Call Center > Advance Settings > Call Center Caller ID > select Local Presence as the Caller ID.

Using Local Presence

For Local Presence to work, Agents should be sure to select the Call Center for which Local Presence has been set up as their outbound calling method. This selection sticks, so no need to toggle per call.

Agents with Sell licenses don’t need to perform any additional action to activate Local Presence for their calls - a local number will be automatically selected from the available bundle and applied based on the number the rep is calling. Reps are shown the outgoing number applied to their call in the app UI.

What happens if someone calls back?

If the person that was called makes a call back into that Local Presence number, it will be routed to the Call Center, but we will first attempt to route the call to the same person who made the outbound call. Only if they are not available will the call route to another agent.

FAQs

What happens if a rep calls a number whose area code is not part of the number bundle I’ve purchased?  

Local Presence will automatically choose the area code in your purchased bundle that is nearest the area code the rep is dialing into.

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.