When you make outbound calls, the phone number that shows on the recipient's phone is your caller ID. By default, dialnote displays your phone number as-is. But what if you want calls from your team to show your main business line instead? That's where custom caller IDs come in.
Why Use Custom Caller IDs?#
Custom caller IDs let you control how your business appears to customers. Here are some common scenarios:
- Multiple team members, one number: Have all outbound calls display your main business line, regardless of who's calling
- Department branding: Show different numbers for sales vs. support teams
- Local presence: Display a local area code when reaching out to regional customers
Provider matching required
Caller IDs are provider-specific. A Twilio caller ID can only be used with Twilio phone numbers, and a Plivo caller ID only works with Plivo numbers. Make sure to create caller IDs that match your phone numbers' provider.
Adding a Caller ID#
To add a custom caller ID:
- Go to Settings → Caller IDs
- Click Add Caller ID
- Enter the phone number in international format (e.g., +12025551234)
- Give it a friendly name like "Main Office" or "Sales Line"
- Select your provider (Twilio or Plivo)
- Choose a verification method
Verification Methods#
You must verify that you own any number you want to use as a caller ID. The verification process depends on your provider:
Twilio: You'll receive a phone call. When you answer, enter the 6-digit code shown on your screen using your phone's keypad. The verification completes automatically.
Plivo: Choose between voice call or SMS. You'll receive a verification code and need to enter it in dialnote to complete the process.
Keep the modal open
For Twilio verification, keep the browser modal open during the call. It displays the code you need to enter. You can also copy the code to paste elsewhere if needed.
Assigning Caller IDs to Phone Numbers#
Once verified, you can assign a caller ID to any phone number that shares the same provider:
- Go to Settings → Phone Numbers
- Click on the phone number you want to configure
- Under the General section, find the Caller ID dropdown
- Select your verified caller ID
- Changes save automatically
When a caller ID is assigned, all outbound calls from that phone number will display the caller ID number instead of the actual dialing number.
Managing Your Caller IDs#
From the Caller IDs settings page, you can:
- View status: See which caller IDs are verified, pending, or failed
- Update names: Change friendly names to keep things organized
- Delete: Remove caller IDs you no longer need (this removes them from any assigned phone numbers too)
- Re-verify: If verification failed, try again with a new code
Deleting affects assigned numbers
When you delete a caller ID, any phone numbers using it will revert to displaying their own number for outbound calls. Make sure to update your phone number settings if needed.
Troubleshooting#
Verification call not coming through? Check that the phone can receive calls. For landlines, make sure someone is available to answer. Twilio calls come from +1 (415) 723-4000.
Code not working? Verification codes expire after 10 minutes. If your code isn't accepted, click "Resend" to get a fresh code. You get 3 attempts before needing to restart.
Caller ID not showing on calls? Make sure the caller ID matches your phone number's provider. A Twilio caller ID won't work with Plivo numbers and vice versa.