Home Updates & Resources Service Announcement: Caller ID (CLI) Controls for Contact Centres and Outbound Calling

Service Announcement: Caller ID (CLI) Controls for Contact Centres and Outbound Calling

Last updated on Jan 16, 2026

Enhanced industry controls are being applied to Caller Line Identification (CLI) to reduce scam activity, caller ID impersonation, and misuse of automated calling platforms.

These changes are particularly relevant for contact centres, outbound diallers, and high-volume calling environments.

The controls are supported by regulatory direction from the Australian Communications and Media Authority (ACMA) and enforced across Australian carrier networks.

Why contact centres are impacted differently

Contact centres and outbound-heavy systems typically:

  • Present multiple caller IDs

  • Use predictive or automated diallers

  • Originate high call volumes

  • Integrate third-party platforms or APIs

These characteristics closely resemble patterns used by scam operations, which means greater scrutiny is applied, even to legitimate businesses.

What is changing for outbound calling

Carriers are enforcing stricter validation of outbound calls, including:

  • Caller IDs must be:

    • Allocated to your service, or

    • Explicitly authorised for use

  • Calls may be blocked, rejected, or rewritten if they present:

    • Numbers not associated with the originating service

    • Overseas or unallocated numbers masquerading as Australian

    • Rotating or randomised caller IDs

  • Automated calling patterns that resemble scam traffic may be rate-limited or flagged

These controls apply regardless of whether calls are made via:

  • Hosted contact centre platforms

  • SIP trunks

  • On-premise PBXs

  • Cloud PBXs with outbound dialling features

Impact on predictive diallers and AI-driven calling

Systems that rely on:

  • CLI rotation

  • Number “warming”

  • Dynamic caller ID substitution

  • AI-driven outbound bots

may experience:

  • Reduced call completion rates

  • Call blocking at the carrier level

  • Forced caller ID normalisation

Only authorised, consistent, and verifiable caller IDs are permitted.

What outbound-heavy customers should do

You should review your configuration if you:

  • Operate a contact centre

  • Run sales, collections, or notification diallers

  • Use multiple outbound numbers

  • Integrate third-party dialling platforms

Pickle may proactively contact customers where changes are required to maintain call completion and compliance.

Technical Checklist: PBX & SIP Caller ID Compliance

Use this checklist to validate your setup and avoid call blocking.

1. Caller ID ownership and authorisation

  • ☐ All outbound caller IDs are:

    • Owned by your organisation, or

    • Explicitly allocated to your service

  • ☐ No test, dummy, or placeholder numbers are in use

  • ☐ Overseas numbers are not presented as Australian CLIs

2. SIP trunk configuration

  • ☐ SIP From, P-Asserted-Identity, and Remote-Party-ID headers are consistent

  • ☐ Caller ID is not being rewritten mid-call by:

    • PBX rules

    • SBC policies

    • Dial plan manipulation

  • ☐ Trunk authentication matches the presented CLI

3. PBX and dial plan review

  • ☐ Outbound routes do not override CLI dynamically unless required

  • ☐ Dial plans do not rotate caller IDs unnecessarily

  • ☐ Emergency, service, and main numbers are clearly separated

4. Contact centre and dialler platforms

  • ☐ Predictive diallers use a fixed, approved CLI set

  • ☐ AI or automated calling tools do not generate random or synthetic CLIs

  • ☐ API-based platforms pass validated caller ID fields only

5. Call volume and behaviour

  • ☐ Outbound call rates align with normal business use

  • ☐ Sudden spikes or bursts are avoided where possible

  • ☐ Failed or blocked calls are monitored and investigated

6. Testing and monitoring

  • ☐ Perform test calls regularly to:

    • Mobiles

    • Landlines

    • Different carriers

  • ☐ Monitor call failure codes (403, 404, 484, 603)

  • ☐ Report unexplained failures early

7. Documentation and audit readiness

  • ☐ Maintain a list of approved caller IDs

  • ☐ Keep records of number ownership or authorisation

  • ☐ Document changes to PBX or dialler configurations

Key takeaway for contact centres

If a caller ID cannot be clearly linked to your service, it may be blocked — even if it worked previously.

This is expected behaviour under strengthened anti-scam enforcement.

Need assistance?

Pickle can assist with:

  • Caller ID audits

  • PBX and SIP configuration reviews

  • Contact centre platform validation

  • Troubleshooting blocked or failed outbound calls

Please contact the Pickle support team for assistance.