Channel Automation · Calling
Caller ID intelligence · powered by Outbound IQ

Every call shows up from a number people are more likely to answer.

Before each outbound call, Channel Automation asks Outbound IQ which of your phone numbers has the best local presence and the cleanest reputation for that contact. The call goes out on that number. Nothing changes for your agents.

Incoming call
(760) 555-0142
Victorville, CA · same area code as the contact
Picked in 41 msLocal presence

What this is

Outbound IQ does three things for your calling program. Channel Automation wires all three into the Calling window and the Contact Detail “Call” button so your team never has to think about them.

1 · Picks the caller ID

  • Matches the contact’s area code or zip
  • Skips numbers that are paused or flagged
  • Answers in well under a fifth of a second

2 · Protects number reputation

  • Registers each new number with carrier analytics engines (Verizon/TNS, First Orion, Hiya)
  • Scans performance nightly
  • Gets spam labels removed, on your behalf

3 · Reports outcomes

  • Each finished call is posted with its outcome
  • Shows contact rate per number and per agent in their Pulse dashboard
  • Tells you how many numbers to own per area code
You keep your numbers. Numbers stay in your Twilio account and are bought through Channel Automation as today. Outbound IQ never receives Twilio credentials; it only learns which numbers you own.

Follow one call

Pick a scenario and place the call. This is the exact sequence that runs when an agent clicks Call Now in Contact Detail, presses the call button in Call Guide, or lets the Power Dialer auto-dial.

  1. 1
    Agent places the callContact Detail, Call Guide, or Power Dialer. The browser sends only who to call.
    0 ms
  2. 2
    We ask Outbound IQ for a caller IDContact phone + zip + your campaign. Hard limit 200 ms, then we fall back.
  3. 3
    Number confirmed as yoursOnly a number active in your workspace is ever dialed from.
  4. 4
    Twilio rings the contactThe contact sees the chosen number. The agent hears ringing as usual.
  5. 5
    Agent logs the outcomeSame outcome buttons as today. Ring-outs are auto-filled from the carrier result.
  6. 6
    Outcome posted to Outbound IQNumber used, contact, outcome, campaign, agent. Powers their contact-rate view.
Tom Petrey
—
Waiting to dial

What changes for your team

Agents

Nothing. Same Call button, same Call Guide, same Power Dialer, same outcome buttons after the call. The only visible difference is a small Local presence tag on calls in Recent Calls.

Managers

A new Caller ID Intelligence panel under Settings → Calling shows which numbers are healthy, paused, or newly registered, how many of today’s calls used a recommended number, and lets you pause a number or ask for a spam label to be reviewed.

Contact rate, appointments set, and Team Stats are computed exactly as before. Outbound IQ adds a second view of the same calls inside their dashboard, which your Outbound IQ support owner will walk you through.

Your phone numbers

Who does what

StepWhoHow
Decide how many numbers, in which area codesOutbound IQ support owner, with youTheir ANI Planner looks at your dial volume by region and recommends counts. They always get your approval first.
Buy the numbersChannel Automation (you, or our team)Settings → Twilio Numbers, as today. Inbound calling and texting keep working because the numbers stay in your account.
Tell Outbound IQ about a new numberAutomaticThe moment a number is added it is pushed to Outbound IQ and lands in their registration queue.
Register with carriersOutbound IQ teamSame day or next day, done in batches. Until then the number may not be picked.
Watch reputation, fix spam labelsOutbound IQ teamNightly scans. Flagged numbers are argued back to clean with the carriers, which can take 2–3 weeks.

Keep a stable fleet

It is tempting to drop a number the moment it gets a spam label and buy a fresh one. Don’t. A new number carries the unknown history of its previous owner, and constant churn itself looks suspicious to carriers. Instead:

  • Pause a number to let it cool off. You still own it; it is simply not picked for calls until you activate it again.
  • Request remediation when a number looks flagged. Outbound IQ takes it to the carriers. A number can be remediated once every 60 days.
  • Add numbers when the planner says a region is over-used, rather than swapping.
A number is only ever dialed from if it is active in your workspace. If Outbound IQ recommends a number you have since released, the call falls back to your usual caller ID and the mismatch is fixed on the next hourly sync.

Getting connected

  1. Outbound IQ creates your account. Their sales team provisions an instance and assigns a support owner. You will get an email with next steps.
  2. Generate an API key in the Outbound IQ dashboard. Choose key type universal. Treat it like a password.
  3. Ask us to enable Caller ID Intelligence for your workspace. Then open Settings → Calling → Caller ID Intelligence, paste the key, and click Connect. We test the key, create your campaign, and sync your outcomes and numbers in one step.
  4. Leave assignment off for a day. This gives Outbound IQ’s team time to register your numbers. Your support owner will confirm when they are ready.
  5. Turn assignment on. From then on every outbound call is placed from the recommended number. Outbound IQ runs a short contact-rate tuning period with you.

Prefer to use Outbound IQ inside automations? Install the Outbound IQ connector from Tools → Connectors → Marketplace with the same key. It exposes each Outbound IQ action (get a caller ID, post an outcome, pause or activate a number, plan numbers) as a flow step.

What we share with Outbound IQ

Sent

  • Contact phone number and zip code
  • Your campaign name
  • Which of your numbers was used
  • Call outcome, date and time, direction
  • Agent display name
  • Lead source and how many times the contact was dialed

Never sent

  • Contact names, emails, addresses, notes
  • Call recordings or transcripts
  • Your Twilio credentials
  • Anything about contacts you did not call

Questions we get

Will calls be slower to connect?

No. Outbound IQ answers in tens of milliseconds and we cap the wait at 200 ms. If they are ever slower than that, the call goes out on your usual number instead. Agents cannot tell the difference.

What if Outbound IQ is down?

Calls keep going out exactly as they do today, on the number your workspace already uses. The Settings panel shows how many calls fell back and why.

Contacts already text us on one number. Will calls now come from a different one?

Possibly, when a different number is a better local match. If your team finds contacts confused by it, we can prefer the contact’s assigned texting number and only use Outbound IQ when there isn’t one. Tell your account manager.

Does this cover inbound calls?

Caller ID selection is for outbound calls only. Inbound call outcomes will also be reported to Outbound IQ once inbound outcome logging is available in the Calling window, so their contact-rate view includes both directions.

Can we try it on part of the team first?

Yes. It is enabled per workspace, and assignment can be switched off at any time from Settings without disconnecting.

Rollout

Phase 1

Outbound IQ connector

  • Official card in the Connector Marketplace
  • Install with one API key
  • Every Outbound IQ action available as a flow step
Phase 2

Caller ID on every call

  • Contact Detail, Call Guide, Power Dialer
  • Numbers and outcomes synced automatically
  • Settings → Calling panel with number health
Later

Deeper reporting

  • Inbound call outcomes reported too
  • Outbound IQ’s contact/success enrichment shown in Recent Calls
  • Per-queue campaigns, number planning inside Settings