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Validate caller-ID coverage before launching a campaign

A dialer campaign set to local-presence dialing presents the pool number whose area code matches the contact’s area code. When the pool has no number in that area code, the dialer falls back to the campaign’s default caller ID — silent, and it costs answer rate on every attempt it touches. The coverage audit turns that hidden fallback into a report you can act on before the first batch ships. Endpoint: GET /api/v1/dialer/campaigns/{id}/caller-id-coverage Dashboard: open the campaign — the coverage card shows the same report. Local-presence coverage is about which area codes (NANP region codes) your sender pool can present. If your pool serves non-North-American destinations, see Outbound country coverage matrix for agents for that wider country-level matrix, and Manage outbound caller IDs for how numbers get into the pool in the first place.

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1. Audit semantics — reachable vs unreachable per destination

The audit cross-references two sets:
  • What the campaign can present — every NANP number in the campaign’s sender pool, plus the campaign default caller_id_e164. Each contributes its area code to the reachable set. The default counts because it is the fallback that dials when no pool number matches.
  • Where the contact list points — the distinct destination area codes of the campaign’s active list contacts.
A destination area code is reachable (covered) when at least one presentable number matches it, and unreachable otherwise. Unreachable contacts still dial — they just present the default caller ID instead of a local one, which is the answer-rate leak the report exists to catch. Inactive (archived) contacts don’t skew the report, and non-NANP destinations land in a single “no area code” bucket: reported in totals with no recommendation possible (there is no NANP area code to buy for them).

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2. When to run it

Run the audit per campaign before the first batch ships, while remedying is still cheap — a campaign in draft status qualifies. It belongs in the same pre-flight pass as the outbound compliance checklist: that checklist covers wallet, opt-out, quiet hours, frequency caps, and TCPA gates; this one covers presentation. Re-run it after you change the pool or reload the contact list.

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3. Reading the report

The response carries: Coverage is a percentage of destination area codes, not of individual contacts: with 12 covered and 3 uncovered destination codes, coverage is 80%. The recommendations list ranks uncovered codes by lead volume so the fix goes to where the contacts actually are. Very large campaigns are sampled: two flags, leads_scan_capped and attempts_scan_capped, mark when the underlying scan passed 200,000 rows, in which case ranking is approximate and relative coverage still holds.

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4. Remediation — three moves

Take the response’s recommendations list and, for each uncovered area code you care about, pick one of three fixes:
  1. Swap / extend the caller-ID pool. Buy or port a number in the uncovered area code (see Buy numbers) and add it to the campaign pool, or re-point the pool to senders already owned in that area code. Verify the sender’s status — a pending verification row is not yet presentable.
  2. Carve the destination into a country/area block. If the uncovered destination isn’t worth a local presence, keep it on the campaign but treat it as default-caller-ID traffic, or drop it from the list — a deliberate carve beats a silent fallback.
  3. Wait for provisioning to settle. If the number you need was recently purchased or the verification step is still pending / verifying, hold the campaign until the sender resolves to verified / active, then re-run the audit before activating.
After any of the three, re-hit the endpoint and confirm the previously uncovered row flipped to covered: true.

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5. What 0% coverage means

A campaign where every destination area code resolves as unreachable — covered_npa_count: 0 — cannot deliver local presence at all. Every attempt falls back to the default caller ID, so you ship the campaign’s full volume at fallback answer rates. Worse, if the senders are not merely wrong for the destination but are actually unverified or unprovisioned, the campaign launches into an all-fail batch. Treat 0% on a live-presence strategy as a hard pre-launch block until the pool or the destination list is fixed.

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6. Pair it with the send-gates checklist

Caller-ID coverage is one section of a complete pre-flight. Walk it alongside Outbound compliance pre-flight checklist:
  • The checklist gates the right to send — wallet, opt-out, quiet hours, frequency caps, destination eligibility, TCPA window.
  • This audit gates the quality of presentation — the number each answered call shows.
A campaign that passes the checklist but fails the coverage audit still dials; it dials badly. Run both, in the order the checklist lays out, and re-run coverage whenever the pool or list moves.
Every control on this page is tenant-owned. Orbit reports what your pool covers and what it cannot; choosing senders, carving destinations, and the compliance posture of how you present caller ID stays in your workspace. Outbound calls still egress only through Orbit’s wholesale voice path — nothing on this page steers carriers.

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See also