Dynamic outbound caller ID for Cisco Unified Communications
Show patients and customers a number they recognize, and make sure their callback reaches the right team.
One employee, three calling contexts
Illustration only. Numbers are fictional.
| Call placed from | Patient sees |
|---|---|
| Billing office | (555) 010-2100 |
| Riverside Clinic front desk | (555) 010-2200 |
| Care coordinator’s own line | (555) 010-2345 |
Static rules show everyone the same number
Cisco Unified CM applies outbound caller ID through fixed rules. Everyone matching a pattern shows the same number, no matter who is calling or why.
Unrecognized numbers often go unanswered. When patients or customers don’t know who is calling, important calls about appointments, results, and billing go unheard.
SmartRoute decides on every call
SmartRoute assigns the outbound caller ID for each call based on who is calling, which department they work in, or where they are located. Administrators set the policy once, and every outbound call shows the right identity automatically.
Set the number by user, department, or location
By user
A care coordinator always shows the same number, so patients who call back reach the person they spoke with.
By department
Billing, scheduling, and outreach each present their own number, and callbacks go to the team that can help.
By location
Calls from a hospital or clinic show that facility’s number, so patients see one they associate with their care site.
Proven in healthcare
In use at a large healthcare organization for over a decade.
More than caller ID: flexible call routing
SmartRoute is a framework for call routing decisions. It ships with routing strategies you can extend, and it supports custom strategies for incoming and outgoing calls. Users and administrators can route calls by phone number pattern, presence, location, and calendar.
- Enterprise policies
- Route by user, group, and corporate policy.
- Presence and availability
- Route by status, such as free, available, busy, in a meeting, or on a call.
- Office location
- Users tag their location with RFID, magnetic card, biometric, or barcode readers, and calls follow them to the closest phone (uses Secure Profile Management).
- Phone number mask
- Treat calls differently based on full or partial caller and called number patterns.
- Directory lookups
- Decide where to send calls using external corporate directory servers.
- Cisco presence
- Use Cisco presence data to decide where calls go.
- Rate
- Choose the route for a call based on its cost.
- Delegates and mobile
- Send calls to a mobile phone or a designated delegate, with different treatment for different callers.
Built for compliance
- Administrators choose which numbers each user, department, or location presents, so calls display numbers your organization is authorized to use.
- SmartRoute is not a dialer. Consent and do-not-call obligations stay with your existing processes.
Works with your Cisco roadmap
SmartRoute supports Cisco Unified CM 15 and Webex Calling Hybrid, so your caller ID policies carry forward as you upgrade or add Webex cloud services alongside your on-premises system.
See SmartRoute in your Cisco environment
Tell us how your teams place outbound calls today, and we’ll show you how SmartRoute would set the caller ID for each one.
Sales: sales@litescape.com | +1 (800) 617-0917
