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Understand outbound caller identity

An outbound voice agent requires an assigned number before it can initiate a real call. Wirevox sends that assigned number to the telephony provider as the originating from number.

The destination comes from the selected lead record. The agent's number and the lead's number serve different roles and should not be copied into one another.

Outbound call sequence​

  1. A user initiates a call for a lead.
  2. Wirevox verifies access to the agent and lead.
  3. It checks the workspace credit balance and payment lock.
  4. It requires an assigned agent number.
  5. It places the provider call using the lead phone as to and the agent number as from.
  6. It creates a call record and updates the lead to Calling.

An assigned number controls originating identity; it does not guarantee that every carrier or recipient device will display a specific business name. Caller-name presentation, spam reputation, regional rules, consent, and carrier treatment are separate operational concerns.

Caller-ID safety​

  • Use only numbers provisioned in the workspace.
  • Do not promise a displayed business name without testing multiple receiving carriers.
  • Maintain accurate calling consent and do-not-call handling for the audience and jurisdiction.
  • Test local, mobile, landline, and international destinations relevant to the campaign.
  • Monitor failed, blocked, or spam-labeled calls instead of rotating numbers to evade carrier controls.

SMS confirmation​

The built-in SMS confirmation action looks up the phone number assigned to the current agent and uses it as the sending number. Without an assigned number, SMS confirmation fails rather than silently using an unrelated workspace number.

Voice capability in search inventory does not by itself guarantee that every messaging use case is registered or permitted. Test messaging and complete any required compliance setup before relying on it.

Agent-to-agent transfer​

A Call Transfer function that targets another Wirevox agent resolves that destination agent's assigned number. The transfer fails if the destination agent does not have a number.

This means number reassignment can also affect existing transfer routes. Retest attached transfer functions after changing a destination agent's number.

Current scope​

Wirevox currently uses the agent's single assigned number rather than offering a per-call caller-ID selector. To use a different originating number, change the assignment deliberately and retest the agent and any transfer or SMS behavior affected by that change.