How to Add a Caller ID Prefix for Incoming Calls

What is a Caller ID Prefix?

A Caller ID Prefix is a custom label that will prepend the caller ID during an inbound call. For example, when a call is ringing on a desk phone, instead of the caller ID reading "Wireless Caller" it would read "Direct - Wireless Caller."

Why is Helpful?

Caller ID prefixes can be used in a multitude of different ways to benefit your business. Here are a few common uses

• They can help a CSR know how to answer the phone if they represent different businesses
• Similar to the example above, they can be used to help distinguish a Direct call from a normal inbound call
• They can be used as a department label, letting you know before the call is answered how they will need to be assisted
• If you have bilingual options in your phone tree, you can prepend the language option they chose, letting you know how to answer the phone
• Caller ID prefixes are also shown with the prefix in the call history on the NOVA portal, allowing more visibility when running call reports'