Customers - PAI
Re-writing CLI to remove surcharges costs on diversion/transfer, plus international CLI display numbers
This section will help you re-write CLI’s to avoid any surcharges when an inbound call is diverted outbound to another destination.
You can go to Reports - Customers - PAI where you will find on the selectable dropdown an option for My customers recursive (PAI - rewrite CLI configuration
By default, we have set all outbound diverted calls to be rewritten with the called numbers CLI. This will ensure that you don’t receive any extra unexpected costs. However, if you wish to change this then you are free to do so, but keep in mind that some inbound calls from some destinations could cost you surcharge fees. (see lower down on how to find the costs)
From the above screen you can see the customers that can be adjusted. Our recommendation is to leave the option to rewrite CLI on diversions/transfers. It will also use the called number CLI.
These are your options:
Recommended:
You could choose a Number so that you are aware that it is a diverted number rather than just your office or customers' office calling out.
This is not recommended as you can incur a charge, but this will show the international number that has called or been transferred to an external party.
To see the costs of the surcharges, go to Reports - View Rate Plan - PAI - Call Surcharges. Select this and you will see all the surcharges that apply. You may notice that some countries are not in the surcharge charges, this is because currently there are no surcharges for these particular countries. There are currently 874 destinations that have surcharges. You will also notice that the surcharges differ if the call is being diverted/transferred to a mobile or a landline.
You can also see the customer's settings under each individual customer by going to Commerce - Customers. Click on the name of one of your customers. Go to the second section down and you will see the following. This top part is to control the call diversion/transfer CLI type. The second option will also be set as default to rewrite the CLI for outbound calls, if you are displaying an international number as your outbound CLI. Again, this is to avoid unexpected costs when calling UK telephone numbers. It will not rewrite if you are ringing international numbers. An example is: If you display a Andorra number and call a UK number, the system will rewrite the CLI to the first number in your customers list of valid UK numbers. If you call a Andorra number displaying the Andorra number then nothing will change. Please keep in mind that some countries that are not on the surcharge list like France, Germany & Spain (currently at time of writing 10/6/2024).
If you want to permanently fix and use the international number no matter who you call, then you can change the option to use the original CLI even when there are surcharges (surcharges will be applied).
