The Caller IDs tab in Koncert provides several features to help you manage, purchase, and optimize your Caller IDs effectively. Below is a detailed guide on the available features, along with helpful information on managing Custom Caller IDs, Mapped Caller IDs, Heat Map History, and more.

Free Caller IDs from Twilio:

Koncert offers the first 100 Caller IDs for free from Twilio.

Here, you can view:

• The total number of Caller IDs available.
• The number of Caller IDs you have purchased from Twilio.
• The remaining free Caller IDs available to purchase from Twilio.

Koncert also offers a Cushion Percentage feature. This allows you to purchase additional Caller IDs beyond your standard subscription limit. The cushion percentage is calculated based on your organization’s subscription count.

For example, if your organization’s limit is 100 Caller IDs, and you’ve availed a 10% cushion, you will receive 10 additional Caller IDs.

The formula for calculating the additional number of caller IDs = Subscription count  * Cushion percentage.

If you have activated the cushion percentage, an Info icon will appear next to the Subscription Total. Hover over it to view additional details.

You can also reach out to Koncert Support to modify the cushion percentage based on your needs.

Custom Caller IDs

This section allows you to add and manage Custom Caller IDs that you’ve purchased from Twilio, as well as Personal Caller IDs from the Workspace » My Profile tab.

Access and Permissions

• For Admins/Managers with Admin Access: You can see all Caller IDs across your organization.

• For Users/Managers: You will only see your own Caller IDs and any assigned by an Admin or Manager with Admin access.

• Add New

Click to add your Custom Caller ID or Add from Twilio. The Admins and Managers with Admin access can add new Custom Caller IDs or purchase from Twilio by clicking Add New.

The users can only add Caller IDs if granted permission by an Admin.

Refer to the article Add Custom Caller IDs for detailed information on how to add your Custom Caller IDs.

• Settings
  

The Admins and Managers with Admin access can grant sales reps permission to add or purchase Custom Caller IDs from Twilio under the Settings option. This permission allows sales reps to access the Add New button within their Caller IDs tab.

Refer to the article Custom Caller ID Settings for detailed information.

• Heat Map History 
  

Clicking on the Heat Map History button shows the daily average count of calls made using the Custom caller IDs over the past 30 days. It will populate data starting from the day before you began using the mapped caller ID for dialing, and will extend up to the past 30 days.

For example, if the number shown is "50," it means that, on average, 50 calls were made across all mapped Caller IDs on that day.

Average Dials per area code = Total Dials made by Custom Caller IDs / No of Custom caller IDs.

Heat Map Indicators

Green: If the actual usage of a Caller ID is below 80%, it will be displayed in green.

Orange color: If the usage is between 80-89%, it will be displayed in orange.

Red: If the usage exceeds 90%, it will be displayed in red.

Once the maximum limit of a Caller ID is reached, Koncert will notify you by email, indicating the Caller ID’s usage.

Notably, any calls made during weekends will be excluded from consideration.

The Heat Map History section will be hidden from your view by simply clicking on the Heat Map History button. If needed, the Heat Map History section can be collapsed by clicking the button again.

• Assign / Remove Users 
  

Admins and Managers with Admin access can manage which users have permission to use specific Custom Caller IDs. This allows better control and flexibility over caller ID usage within the organization.

In the Users column, you will see the list of currently assigned users, represented by their initials in circular badges. To manage users, click the Assign User icon .

Once you click the Assign User icon:

A dropdown menu will appear, displaying the list of available users in the organization. Each user will be shown with full name along with their initials.

To assign a user, click the user’s name. A checkmark (✔) will appear next to the name, indicating the user has been assigned to the Caller ID.

To remove a user, click the name again to remove the checkmark, which will remove their access to the Caller ID.

Changes are applied automatically once you select or deselect a user.

• Twilio Caller IDs

 – Indicates the Caller IDs purchased from Twilio.

• Delete Caller IDs

– Click to delete the Custom Caller ID. A confirmation message below will be displayed. It is applicable only for Admins, Manager with Admin access and will be enabled for users if Admin grants the permission.

Click Yes to delete the Custom Caller ID, or click Close  icon to cancel the deletion process.

• Personal Caller IDs

Here, you can see the list of Personal Caller IDs added in the Workspace » My Profile tab.

Admins and Managers with Admin Access: Can view the Personal Caller IDs of all users across the organization.

For Users/Managers: Can only view their own Personal Caller IDs.

Mapped Caller IDs

• Regions Filter – Select a region from the drop down to list out the states based on the region selected.

The available regions are:

• All Regions
• Northeast
• Southeast
• Midwest
• Southwest
• West

NOTE: By default, All Regions is selected. This dropdown will be displayed only in the List View mode.

• Grid View – Click to view the list of states in the Grid View.

• List View – Click to view the list of states in the List View.

•  Heat Map – Click to view the heat map

• . Map Across Other States – Map your purchased Caller IDs to other states.

•  Purchase – Purchase new Caller IDs from Twilio.

•  Heat Map History – Click to view the day-wise count of average dials made using Caller IDs purchased from Twilio within a specific area code over the last 30 days.
• The Ellipsis menu has the following options:

•  Download – Click to download the purchased Caller IDs in an Excel file.

• View Info – Click to view the following info about the Caller ID group.

• • Created By – Displays the name of the creator. 
  • Created Date – Displays the date and timestamp of creation.
  • Modified By – Displays the name of the manager who last modified it.
  • Modified Date – Displays the date and timestamp of the last modification.

• Release Caller IDs – Click to free up Caller IDs with higher usage.

Health Check

The Health Check tab monitors the health of your Twilio-purchased Caller IDs, showing if they have been flagged as spam by any telecommunication providers (e.g., AT&T, Verizon).

For example, if the purchased caller IDs have been marked as spam by the AT&T provider, the number of caller IDs that have been marked as spam will be displayed under the AT&T provider.

The count is hyperlinked, which will display the list of caller IDs marked as spam under the provider.

Also, In the Caller IDs tab » Mapped Caller IDs sub-tab, the Spam Caller IDs are hyperlinked and highlighted in blue when hovered over. Click on them to view how the provider will display spam caller IDs when calls come to your mobile.

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.

NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.