Frequently Asked Questions About Caller ID Follow

Overview

Caller ID is phone system feature that allows the person you're calling to see your name and number. A caller ID consists of:

  • The caller ID number is the phone number attached to the caller.
  • The caller ID name (CNAM) is the name displayed in text with the caller ID number.

Here are some common questions about caller ID and how it works with Zoom Phone.

This article covers:

How is the caller ID number determined on outbound calls from Zoom Phone?

Desktop client or mobile app

If you're a Zoom Phone user, you can see your outbound caller ID number below the dial pad in the Zoom desktop client or mobile app.

You can change your caller ID number before calling a number in these scenarios:

  • Your admin assigned you a direct phone number.
  • Your organization has more than one company number.
  • Someone else in the organization assigns you to make and receive calls on their behalf.

Click the Caller ID menu to display your available caller ID numbers. 

Note:

  • Select Hide Caller ID to hide your caller ID name and number. The receiving party will see UNKNOWN or ANONYMOUS (no number is displayed).
  • The text above the number is a label to help you identify the phone number. It is the your caller ID name (CNAM) displayed to the receiving party.
  • If someone else in the organization assigns you to make and receive calls on their behalf, you will see their name over the shared lines, but this is not the CNAM being used.

Desk phone

Change the line keys settings to change the default outbound caller ID number when using a desk phone. If you have access to multiple direct phone numbers or shared lines, you can specify the caller ID number for each line.

How is the caller ID name (CNAM) determined on outbound calls from Zoom Phone?

The CNAM on outbound calls is determine by the Zoom Phone admin. If you're a Zoom Phone admin, you can change the organization's CNAM in the Zoom web portal. If have multiple sites, admins can change the CNAM for each site.

Note:

In the US, the CNAM that is displayed to the receiving party is determined by the phone service that is receiving the call, not the phone service where the call is originating. The phone service that is receiving the call relies on a CNAM database to match the incoming caller ID number with a CNAM. In the US, only the caller ID number is passed along to the receiving phone service so it's up to them to match the number with a CNAM.

Note that this may work differently depending on your country. 

If I change my CNAM, when does it take effect?

If the Zoom Phone admin changed the organization's CNAM in the Zoom web portal, the change is not immediate. You should allow 24 to 72 hours for Zoom to make the change.

However, keep in mind that the phone service or carrier of the receiving party needs to update their CNAM database for your new CNAM to take effect. As a result, some people could see the new CNAM while others see the old CNAM. Since it costs money to update their CNAM database, some carriers rarely update their databases so it could take weeks for your new CNAM to take effect on all carriers. Generally, it can take around 3 weeks for the new CNAM to be updated for external providers.

Why is my CNAM not displaying correctly for the receiving party?

The reliability of CNAM delivery varies depending on the country and the outgoing and receiving phone services that handle the call.

In the US, it's up to the receiving phone service or carrier to match your caller ID number using a CNAM database. These databases cost money so some phone services may not have a CNAM database with updated information. As as a result, the receiving party may see an outdated CNAM.

If you're calling a mobile number, it is still up to receiving party's carrier to support CNAM. If the carrier doesn't support CNAM, the receiving party will only see your caller ID number.

Here are some other limitations of CNAM:

  • Does not display if you select a toll-free number as your outbound caller ID (only the caller ID number will display)
  • Has a maximum of 15 characters including spaces
  • Displays with all uppercase letters regardless of how you specify it in Zoom Phone
  • Cannot contain any special characters

How does caller ID work for outbound calls to other Zoom Phone users?

Same Organization

If you're making a call to another Zoom Phone user in the same organization, Zoom Phone will display your profile name/picture and extension number in the call notification to the other user.

Note: Your Zoom profile name and extension are different from your organization's caller ID name and number which are displayed on calls to external numbers.

External Zoom Contact

If you're making a call to an external Zoom contact with Zoom Phone, Zoom Phone will display your organization's CNAM and your phone number (the company number or a direct number assigned to you) for the receiving party. Since both parties are using Zoom Phone, the organization's CNAM will be correctly displayed to the receiving party.

How does caller ID work for inbound calls if I have synced contacts?

If you're using the Zoom desktop client and synced your contacts with a third-party service, the name you set in the third-party service will display instead of the caller's CNAM.

If you're using the Zoom mobile app and enabled phone contacts matching, the name in your phone's default contacts app will display instead of the caller's CNAM.

How does caller ID work for transferred calls?

When you transfer a call, the party receiving the transfer will see your caller ID name and number. They will not see the caller ID of the party that is being transferred.

How does caller ID work in Canada?

Unlike the US, most carriers in Canada do not use CNAM databases. CNAM information is passed from the originating phone service, along with the caller ID number.

As a result, the phone service or carrier of the receiving party doesn't need to look up the caller ID number in a CNAM database. There are CNAM databases available in Canada but most carriers do not subscribe to them.

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