Can I set a Caller ID or Sender ID
for my message?

A Caller ID or Sender ID can be set so another number or sender name shows in your recipient’s mobile phone—to appear as the sender or caller of the messages. Caller ID refers to the number used to mask the real phone number when sending voice calls. While Sender ID refers to the sender name describing the organization or brand when sending SMS text messages.

Certain countries and carrier networks have different rules on using a Caller ID or Sender ID (e.g. depends on the kind of traffic you’re sending). There are character limitations for Sender IDs (up to 11 characters in most countries).

Things to note when setting up a Caller ID or Sender ID

  • When using a sender ID, the recipient will not be able to reply to your SMS messages. A local phone number is required for people to send the SMS responses to.
  • Characters in Latin alphabet and any number combination are only allowed to ensure delivery of your messages (A-Z and 1-9). Symbols and special characters may affect the delivery of your SMS text messages—the sender ID or caller ID may be altered or message delivery may fail if added.
  • Sender ID format rules vary depending on the destination country and may not be uniform across telcos or mobile operators. Some may require a minimum and a maximum number of characters, or may only allow alpha characters.
  • Certain countries restrict or ban senders with messages that have marketing/advertising, adult, religious, or political content.
  • By default, the engageSPARK Sender ID will be used. Only registered Sender IDs of your organization will work with SMS engagements.
  • For Caller ID: Enter only a valid phone number for voice call messages.  Do not add the plus sign before numeric Caller IDs (e.g. 639255600700) to ensure call delivery. Most countries do not alter or restrict numeric Caller IDs for IVR or voice engagements, but please test to make sure it is not overwritten by a random number.
  • If no Caller ID is set when using the engageSPARK network as the “send” route, a random phone number shows up as the caller.

Sender IDs can be displayed in three ways:

  1. Alpha or non-numeric (e.g. engageSPARK)
  2. Numeric (e.g. 12567891000)
  3. Alphanumeric (e.g. 1800eSPARK)

Note: Again, Sender ID formatting specifications varies per country and depends on end-users’ mobile provider if supported. Please contact support if you’d like to register a sender ID for outbound SMS.

Using a Caller ID or Sender ID in engageSPARK

The Sender ID or Caller ID can be entered on Step 3 when creating an SMS or Voice engagement. Caller IDs for Voice engagements (automated calls) usually do not require pre-registed, you can type any phone number you want in the Caller ID field and once the voice call is received by contacts, it should show up as the caller.

For SMS engagements, typically alpha Sender IDs (all letters) can be used or alphanumerics are allowed in some countries, but needs to be set up by engageSPARK by submitting a request to support team as an anti-spam measure. And depending on the country, a pre-registration to telecom companies is required for Sender IDs to work accross all mobile networks with 10 business days processing time.

Important! When using Sender or Caller IDs, it must be specified on Step 3 in every engagement before clicking Launch. Simply type your organization’s phone number as the Caller ID for Voice; or enter the registered Sender ID for SMS messages in the text field (with ex. MyNameOrg). See below sample screenshot.

 

 

 

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