Configure Dynamic Call From Number

Overview

You can configure a voice agent to place outbound calls using different phone numbers based on a global variable or an ATS field. This allows a single voice agent to use different caller IDs for different branches, clients, brands, or jobs.

Instead of creating and maintaining separate agents for each phone number, you can configure one agent to select the appropriate number for each call.

Important: This change is purely additive. The static number remains a first, default option, and all existing agents continue to work unchanged.

In this article, you'll learn how to:

• Configure a dynamic Call From number using a global variable or ATS field.
• Set a fallback number for calls when the selected number is unavailable.
• Understand phone number provisioning warnings and their impact on calls.

Before you start

Make sure you have the following:

• Access to AI Agents: You need permission to edit voice agents under AI Team > AI Agents.
• Provisioned phone numbers: All phone numbers you want to use must be provisioned on your Sense account. Contact your CSM if you need additional numbers.
• A global variable or mapped ATS field: If you want to use a phone number from an ATS field or global variable, ensure that the selected field or variable contains the actual phone number.   
• A fallback number: Identify a provisioned phone number to use when the selected number is unavailable. This applies only when the phone number is sourced from an ATS field or global variable.

How it works

When you configure a dynamic Call From number, Sense determines the caller ID for each outbound call using the value stored in your selected global variable or ATS field.

Keep the following behavior in mind:

• Static number: You can continue using a single fixed phone number. Existing agents configured with static numbers continue to work without any changes.
• Dynamic number: Sense retrieves the phone number from the selected global variable or ATS field when a call starts.
• Fallback number: If the retrieved value is empty, invalid, or not provisioned on your Sense account, Sense uses the configured fallback number.
• Agent behavior: Changing the Call From number only affects the caller ID displayed to candidates. It does not change the agent's greeting, instructions, or call flow.

Note: The global variable or ATS field must contain the complete phone number, including the country code where applicable. Sense does not convert values such as location names or region codes into phone numbers.

Configure a dynamic Call From number

Follow the steps below to configure a dynamic Call From number for your voice agent.

1. Go to AI Team > AI Agents.
2. Open the voice agent you want to configure.
3. Go to Voice Configuration, turn on the toggle for the Voice Bot field and locate the Call From setting.
4. Select Global variable or ATS field as the number source.
   
5. Select the global variable or ATS field that contains the required phone numbers.
6. If Sense displays a provisioning warning, review the affected values. Provision the required numbers or update the field values if you want those calls to use the corresponding numbers instead of the fallback.
7. Under Fallback number, select a provisioned phone number.
   
8. Click Save.

Configure a static Phone Number

To use the same caller ID for all outbound calls:

1. Open the voice agent and go to Voice Configuration.
2. Under Call From, select Phone number.
3. Select the required provisioned phone number.
4. Click Save.

Expected result

After you save the configuration, Sense uses the phone number stored in the selected global variable or ATS field for each outbound call.

If the retrieved number is empty, invalid, or not provisioned, Sense uses the configured fallback number.

To verify the configuration, place a test call using a candidate or job record that contains a provisioned phone number. Check whether the outgoing call uses the expected caller ID.

Example

Consider an agency that hires for several branches and wants each candidate to receive the call from the branch they applied to. For example, a candidate who applied to the Texas branch should receive the call from the Texas branch phone number.

Instead of creating a separate voice agent for each branch, the agency can map an ATS field named Branch Phone. For each candidate, this field contains the phone number of the branch they applied to (Branch 1 – Phone 1, Branch 2 – Phone 2, and so on). The agent retrieves the number from this field for each call.

The agent places calls as follows:

Important notes and limitations

• The selected global variable or ATS field must contain a valid phone number. Sense does not derive phone numbers from other field values.
• Only phone numbers provisioned on your Sense account can be used as dynamic caller IDs.
• Only ATS fields with the data type Phone and the entity type Internal Employee or Related to Internal Employee are supported as the Call From source.
• A fallback number is mandatory when you configure a global variable or ATS field as the number source.
• Provisioning warnings do not prevent you from saving the configuration.
• Each voice agent has its own Call From configuration. Changes to one agent do not affect other agents.

Troubleshooting

If the issue persists, contact Sense Support or your CSM for assistance.

FAQs

Will this change my existing voice agents?

No. Existing agents configured with a static number will continue to use that number unless you change their configuration.

Can I use a name or code instead of a phone number?

No. The selected global variable or ATS field must contain the actual phone number you want to use.

What happens if a phone number isn't provisioned?

Sense uses the configured fallback number for the call.

Does changing the Call From number affect the agent's greeting or call flow?

No. It only changes the caller ID used for outbound calls.

How can I get additional phone numbers provisioned?

Contact your CSM to request additional phone numbers for your Sense account.