Dial In-Group CID explained

Most of the in-group settings deal with calls coming in. Dial In-Group CID is the odd one that deals with calls going out. When an agent is logged into a campaign that allows manual in-group dialing and they place an outbound call, this field decides what number the customer sees. Fill it in and that number wins, even over the campaign and the list.

What it overrides

Normally the outbound CID (caller ID) on a manual call comes from the campaign, and a per-list CID override can change it again. Dial In-Group CID sits above both. If the field is populated, its value is sent as the outgoing caller ID and the campaign and list override settings are ignored for that call. Leave it empty and nothing is overridden, which is the default.

The one condition is that the agent's campaign has to allow manual in-group dialing in the first place. If that is off, this field has nothing to act on. It also only applies to manual calls placed by hand, not to anything the predictive dialer launches, so it is purely about what an agent dials out while sitting in this group.

When you actually want this

The classic reason is callbacks. A caller reached you on a published number, an Agent handled them, and now the agent needs to call them back. If you want that callback to show the same number the customer originally dialed, you pin it here on the in-group those agents work from. The customer sees a number they recognize instead of a random campaign caller ID, which gets you more answered callbacks.

Another case is keeping a brand consistent. If a particular Ingroup represents one product line or one region, you can make every manual call from that group show the matching local number, regardless of which campaign the agent happens to be logged into. People with local numbers in several cities lean on this a lot: a caller in Denver gets called back from a Denver number, a caller in Atlanta from an Atlanta one, and the agent never has to think about it.

A word on the number you choose

Set this to a number you actually own and that your carrier will accept as your outbound caller ID. Putting a number here that does not belong to you is the kind of thing that gets calls flagged as spam and, in many places, lands you in legal trouble. The point of the field is to show a real, recognizable DID (direct inward dialing) of yours, not to disguise the call.

Dial In-Group CID is a narrow tool: one field, one job. For the bigger picture of how in-groups route and behave, start with the inbound call handling guide. And if you want the on-hook caller ID that rings the agent's own phone, that is a separate setting covered in the on-hook CID guide.

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