used by Callback numbers
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When an agent makes an outbound call, ContactWorld presents a number to the person they are calling. The person receiving the call can use this number to identify who the incoming call is from and optionally use the number to call the agent back another time. In ContactWorld, the number presented to the person the agent is calling is called the callback number, or outbound CLID. By default, the callback number is the principal number within the ContactWorld center. One benefit of having a callback number is to prevent an individual agent's phone number being presented, so that customers always dial a central number rather than the agent's number. A call center account can have multiple callback numbers—these numbers can differentiate between sales calls and campaign calls, calls to customers in different companies, or even calls relating to different companies if your call center provides a service to multiple clients. If enabled for your account, you can restrict the callback numbers available to an agent to present when making outbound calls. For information about restricting which callback numbers agent can use, see Restricting available callback numbers for an agent. If an account has multiple callback numbers, when an agent makes an outbound call, the agent can chose which callback number to present. For information about setting the callback number to present, see Setting the default callback number for outbound calls and Making an outbound call. The following features also use callback numbers:
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