In Cirrus Halo, outbound number presentation controls the telephone number shown to the person receiving an outbound call. This is also known as the calling identity.

There are four ways to configure calling identity. The right option depends on whether you need one number for everyone or want to give agents a choice of numbers. This is sometimes referred to as "cost codes."

Option 1: Tenant Level

This is the default configuration.

When Cirrus Tech Services creates your Cirrus Halo instance, a default outbound presentation number is configured for the tenant. Unless another calling identity is configured, this number is used for outbound calls made by all agents.

Best for: Organisations that want everyone to present the same telephone number.

No additional configuration is required by a Cirrus Halo administrator.

Option 2: User/Agent Level

You can assign a specific outbound presentation number to an individual user. This is useful when a user needs to present a number that is different from the tenant default.

To configure a calling identity for a user:

1. Go to Resources.
2. Select Users.
3. Select the required user.
4. On the Users tab, scroll to Office.
5. In Use as CLI, enter the telephone number you want the user to present.

Best for: Users who should always present their own dedicated telephone number.

Option 3: Router/Queue level

You can configure outbound presentation numbers against routers or queues. Agents assigned to the relevant router can then select an available number from Calling identity in their Cirrus Halo settings.

This gives agents more flexibility when they regularly need to change the number they present.

To configure the presentation number:

1. Go to Phone & Text.
2. Select Routers.
3. Select the required router.
4. On the Routers tab, scroll to Agent settings.
5. Enter the required outbound presentation number in the CLI field.
6. Save your changes.

Agents assigned to the router can then go to Settings > Calling identity in the Cirrus Halo Web Client and select the number they want to present.

Option 4: Per Outbound Service

You can also control calling identity through a Manual Outbound Campaign.

When an agent makes a call using a Manual Outbound Campaign, the call is handled through a router. This also gives the agent access to the additional call controls available when calling through an outbound campaign.

To use this option:

1. Create a Manual Outbound Service.
2. Configure the service and select the required outbound presentation number.
3. In Agent from, select the router that will handle the outbound calls.
4. Save your changes.

The presentation number is selected from a list. If the number you need is not available, contact Cirrus Tech Services so it can be added to Cirrus Halo.

For clearer reporting, consider creating a dedicated Outbound router for these calls.

Best for: Agents who need to choose between several outbound identities when making manual outbound calls.

Which option should I use?