When Local Presence is set up (by SharpenCare), agents in a particular queue have the ability to display their Outbound CallerID as a local number for the area you are dialing. (e.g. Calling from Indianapolis to Boston, your CallerID would display as Boston and not Indianapolis).
The system will automatically identify the area code and rate center of the number dialed. From there, it selects the existing phone number with the closest geographical location to the number dialed and makes that the caller ID of the agent/representative. The system can select from a repository of customer owned numbers (via Admin > Configuration > Inbound Routes).
If no numbers exist that match the area code of the number dialed, the system will increase the search radius around the destination until a match is found.
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As an example of how this process works, imagine that a representative is dialing a number in Indiana with a 765 area code. The number repository includes a 317 number and an 812 number. The image below demonstrates how the search radius increases and eventually matches with the 317 number.
In order to set up Local Presence for a particular queue, please reach out to SharpenCare.