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Presenting Outbound CLI Options

  • Updated on Apr 2, 2026
  • Published on Apr 2, 2026
  • 1 minute(s) read
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Outbound CLI is the number that is presented to the external callee on an outbound call from the Natterbox phone system.

Here are the different ways you can configure outbound CLI with different interfaces:

Ways to configure CLI

Freedom

(CTI)

Mobile App

SCV

(CTI)

MS Teams

(Integration)

Choose CLI from CTI

✅

✅

❌

❌

Set CLI on individual Natterbox User record

✅

✅

✅

✅

Fix CLI for certain scenarios

(in routing policy)

✅

✅

✅

✅

Hierarchy for how the Outbound CLI is set:

  1. Set in Routing Policy

  2. Choose from CTI (Freedom CTI and Mobile App only)
    [Updating the CLI from the CTI updates the ‘External Caller Id Number’ field on the Natterbox User, this is available for SCV and Freedom.]

  3. Account Settings > External CLI (all users are created with this as default)

Hierarchy of outbound CLI settings with priority levels for configuration options.

How to Update the CLI

Update the Outbound CLI from the Routing Policy

  1. Navigate to the Routing Policies tab.

  2. Find the ‘Outbound Calls’ policy.

  3. Cut the policy between the ‘Outbound Numbers’ container and the ‘Connect a Call’.

  4. Add in a new Manage Properties app.

    1. On the ‘Built In Properties’ tab, choose ‘+ Add Property’.

    2. Select ‘External CLI’ and then enter the number to present in the ‘Value’ feld.

If you want to add more complexity, you can add in queries to look up to the user that made the call and set outbound CLIs depending on the user or group of users.

Update the Outbound CLI from CTI (Freedom Only)

End users (basic users) can select this for themselves.

  1. Navigate to the Freedom CTI in Salesforce.

  2. Click on the settings cog in the top right.

  3. Choose the desired number from the ‘My caller ID’ picklist.

  4. Now the user will present that number when they make a call.

The numbers that will appear in this list are:

  • Any numbers assigned to a user as a DDI (from Phone Numbers tab)

  • Any numbers in routing policies that the user could receive calls in (for example if the user is in a group in a call queue in that policy)

  • Any associated numbers (added from the individual Natterbox user record)

Update the External Caller Id Number on Natterbox User record

An admin can update the number being selected from the CTI by the end user (until the users changes it again).

  1. Navigate to the individual Natterbox user record.

  2. Click ‘Edit’.

  3. Under the ‘Settings’ section, edit the ‘External Caller ID Number’.

  4. Click ‘Save User Settings’

Update External Caller Id Number on the Account Settings page

  1. Navigate to the ‘Account Settings’ tab.

  2. Click ‘Edit’

  3. Update the ‘External Caller Id Number’

  4. Click ‘Save’