Outbound Call Rules (Identities) for Outgoing Calls

Outbound call rules, also referred to as Identities in your pascom app, are a powerful tool that let you control how you appear during outgoing calls. Whether you want to display your personal extension, an anonymous number, or even your team’s number – identities give you full control over your caller ID presentation. This ensures that your communication always looks professional and appropriate for each situation.

What Are Identities and How to Select Them?

Identities are predefined caller ID and display configurations that you can select before making an outbound call. They allow you to change the default caller ID signaling of your outgoing calls. This is particularly useful if you make calls in different roles or need a specific caller identity depending on the context.

How to select an identity:

Before dialing a number or calling a contact, you will find an option to choose the identity in the telephony section of your pascom app.

1. Selecting the Identity: Tap this option to open a list of available identities. You can choose from the following types:
   • Your personal extension: Call using your direct number so the recipient can easily identify you.
   • Team (e.g. Support): If you want to display your team’s number, select the Team option. You must be a member of a team for this option to appear.
   • Other assigned identities: Depending on your configuration, you may have access to other custom numbers or identities.

Click “More…" to view additional identities.

Acting as a Team: Displaying Team Number and Name

One of the most useful features of identities is the ability to present yourself as a team. This is ideal for support teams, sales departments, or any group that uses a shared caller identity. When you choose this option, the official team number (and optionally the team name) is displayed instead of your personal extension.

Advantages of using a team identity:

• Consistent appearance: Your customers always see the team number, giving a professional and unified impression.
• Improved callback handling: Callbacks go directly to the team, even if the original call was made by an individual member.

Smart Callbacks from the Call Journal

There’s another intelligent feature for callbacks from the call journal. When you return a call from a journal entry, the pascom app automatically ensures that the callback is made using the correct originating identity.

What this means for you:

• No confusion: If you previously called as “Support Team,” a callback from that journal entry will also be made as “Support Team.” This prevents you from accidentally calling back with your personal number when a team identity is required.
• Always in the right context: The app remembers which identity was used and automatically applies it, ensuring consistent and context-aware communication.