Regional ID is a feature for Conquer Voice that many companies use to increase the pickup rate of their calls. Regional ID works by presenting a local number to each prospect when called using a provisioned phone number for each area code that will be dialed. Each Conquer Voice client who uses Regional ID gets their own set of numbers - there's no overlap.
If Regional ID is enabled for your company, you'll be able to use it for Click to Dial, Queues, and Campaigns.
If Regional ID isn't currently enabled for your company, but you'd like it to be, contact your Customer Success Manager.
When Regional ID is first enabled for your company after talking withy our Customer Success Manager, you'll need to get a set of numbers activated and associated with your account. To do this, send a list of the area codes that you will be calling over to our support team. They will provision a set of numbers to your account that can be used for Click to Dial, Queues, and Campaigns.
When using Regional ID, it is absolutely vital to enter a Return Number. The Return Number provides a route for callbacks to route back to. If a user places a call using Regional ID with a blank value in the Return Number field, any callbacks will ring back to a busy signal. Regional ID only works if the prospect calls back from the number that was originally called by the agent.
The Return Number must also be formatted with a 1 in front and with no punctuation or special characters. Removing the 1 or including punctuation can cause issues with the Regional ID numbers displaying correctly to prospects.
Click to Dial and Queues
Regional ID is enabled for the agent by clicking the "Regional ID" checkbox for Click To Dial and/or Queues. "C2D" will display as "True" in the Agent List if Regional ID is enabled for C2D for that agent.
Calls placed with Regional ID enabled will display Regional ID numbers to the prospect. The agent Return Number is configured in the Agent List.
Remember: If no Return Number is entered for an agent, Regional ID callbacks will ring to a busy signal. An agent Return Number must be entered, formatted with a 1 in front and no punctuation or special characters.
To enable Regional ID for a Campaign, choose it from the Display Number drop-down.
If Regional ID is chosen, set one of the two call return routing options:
- Route Callbacks To the Agent Return Number - This will route the callback to the return number assigned to the agent.
- Campaign Return Number - Provides the option to add a Campaign Return Number (general number assigned to the campaign)
Regional ID numbers will display to prospects and callbacks will route back to the Return Number defined at the Campaign level. Remember: If no return number is set at the Campaign level, callbacks will ring to a busy signal.
Regional ID is fairly simple to use once it's been set up. The biggest thing to watch out for is forgetting to enter a Return Number when enabling the feature for a user or a Campaign, or incorrect formatting. As long as those two things are handled, your Regional ID experience should go off without a hitch.