Customers - PAI

Re-write the CLI to remove surcharge costs on diversion/transfer, plus international CLI display numbers.

This section will help you re-write CLIs 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 an option for My Customers recursive (PAI—rewrite CLI configuration) in the selectable dropdown.

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, you are free to do so. Keep in mind that some inbound calls from some destinations could cost you surcharged fees when and if they are diverted to other numbers.

(see lower down on how to find the costs)

From the above screen, you can see the customers that can be adjusted. We recommend leaving 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 know 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 been calling or 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 included in the surcharge charges. This is because there are currently 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, 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 display 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. For example, If you display an Andorra number and call a UK number, the system will rewrite the CLI to the first number in your customer's list of valid UK numbers. If you call an Andorra number displaying the Andorra number, then nothing will change. Please remember that some countries are not on the surcharge list, like France, Germany & Spain (currently at the 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).