TMS Feature - DID Manager
Direct Inward Dialling (DID) numbers are an organisation’s telephone numbers. Within the DID manager tool, an administrator can view and manage DIDs assigned to their organisation.
Telephone Numbers
Within this sub-menu, an administrator can see all DIDs, a description of each number and which Action Group the DID belongs to.
An action group is the route assigned to that specific DID. When a DID needs to be changed all the details that display on the main page can be edited.
Additional information in the edit pop-up is:
- The Route tag: An advanced call centre integration option that allows the manipulation of routing data, for reporting purposes, in large call centres with large numbers of queues, and for queue consolidation.
- The Prepend to the Caller ID: Is useful, for example, when wanting to display a queue name on a telephone screen, to assist the user in knowing how they should answer the call.
- The number of use cases: The options where the DID could be used in the system. And the current use case.
To request a new DID, please contact the Euphoria Support Department. Once the request has been processed, the new DID will be available for use immediately and will be assigned to the default Inbound route.
Randomise Pools
The purpose of a randomise pool is to allow agents to vary the Caller ID displayed automatically on calls. This gives an agent the advantage of not being recognised by the recipient. In other words, when an agent has to make multiple calls to the same contact, using randomise pools ensures different DIDs will be displayed as the calling number on the recipient’s phone.
Each randomise pool is a set of numbers that can be allocated to an agent or to a dialer campaign as the CallerID (this will be covered in the relevant chapters). There is a limit of 1000 Characters per Randomized pool. Euphoria stores the numbers as +27, which is a string of 13 characters, including the comma. This means that there is a 75 DID limit for each pool.
A user can add, edit or delete randomise pools. Only numbers that exist within an organisation’s account can be added to a randomise pool, and this functionality is only usable by agents.
Verified CLI
This page shows all of the organisation's Verified CLIs. A Verified CLI is a number that has been authenticated by Teleforge, Euphoria's Verified CLI supplier, to prevent caller ID spoofing (where scammers fake a number to impersonate a legitimate organisation). For example, if a bank calls, the CLI displays as the bank's official number, verified via Teleforge.
Verified CLI is sometimes mistaken for third-party caller identification platforms such as Truecaller or Hiya; however, these are fundamentally different services.
Applications like Truecaller and Hiya focus on helping users identify the owner of an incoming number and, in some cases, indicate whether that number has been reported as spam. Their data is typically derived from two primary sources:
- Crowdsourced Contact Information – details shared from users' contact lists and community reports. While this can provide a broad dataset, it also means that if enough users mark a number as spam, the label may propagate regardless of the number's actual legitimacy.
- Paid Business Verification – companies can subscribe to have their number information verified and displayed accurately within these apps.
In contrast, Verified CLI is authenticated by Teleforge, Euphoria's Verified CLI supplier. Teleforge confirms that the number displayed on the recipient's phone genuinely belongs to the organisation placing the call. Verified CLI does not influence or override spam reports within third-party applications such as Truecaller or Hiya; it simply ensures that the caller ID information itself is trustworthy and verifiable.
Depending on the package agreed to, the Verified CLI page will show the company name, or rotate the confirmed numbers within a specified timeline. Please speak to a Euphoria representative for more information on Verified CLI pools.
Articles Related “How To” Document Links:
Telephone Numbers: How to Request a New Number.
Randomised Pools: How to Add a Randomise Pool.
Where to set Randomised Pools.
Can the contact in the TMS DID Manager integrate with other platforms?
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