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?

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. The name above the number is not your caller ID name (CNAM) that is displayed to the receiving party.

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: The CNAM applies to the entire organization. The admin cannot apply a different CNAM for individual phone users.

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. In Canada, most carriers do not use CNAM databases, so CNAM information is passed from the originating phone service.

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 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.

How does caller ID work for calls between 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, 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.

Synced Contact

If the receiving synced their contacts with a third-party service, they will see the name and number that they have in their contacts directory.

 What are the limitations of CNAM?

  • Does not display if the receiving party is a toll-free number
  • 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
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