Caller ID FAQs

Thanks to Caller ID, the surprise element of a phone call is a thing of the past; and gone are the days of picking up the phone without knowing who was on the other line. 

So, what exactly is Caller ID?

Caller ID (CID) identifies an incoming caller by name and phone number by displaying the caller's name and number. Caller ID is offered by almost all commercial phone providers, including landline, VoIP, and mobile phone services.

There are two types of Caller ID:

  • Caller ID Number (CID) 
    • CID is the service that displays your phone number to the person you are calling. 
  • Caller ID name (CNAM).
    • CNAM is the service that displays the name or text associated with your phone number to the person you are calling (ie how your name displays).

To help you navigate some common issues related to Caller ID, we've documented some of the most frequently asked questions. 

What is my Caller ID?

By default, your outbound ID is set to your primary, direct Dialpad number. That doesn't mean you can't tweak it for one-off calls, or even globally. Admins can, however, limit certain caller ID features office-wide.

Can I switch between different Caller IDs?

Yes! We've made it nice and simple to change your Caller ID from one number to another, depending on who you are calling (provided you already have multiple Caller IDs). For full details on how to change your Caller ID, please refer to this Help Center article

You'll need to be an Operator of a Department or Main Line, an Agent of a Call Center, or an Executive Assistant to place outbound calls using a Shared Line's primary and secondary numbers.

Can I block my Caller ID?

Absolutely! You can block your Caller ID for a single call, or block caller ID for all calls regardless of device, through global caller ID (see this handy Help Center article for more details).

Dialpad Tip:

You can always opt to dial *67 before your recipient's # to block your caller ID or *87 to unblock it.

How long does it take for my new CNAM to be activated? 

In the Dialpad system, your new Caller ID is implemented immediately. However, it may take 72 hours (or more!) for the National registry to update. Local carriers in the United States perform a CNAM Dip to get a new list of CNAM matched to numbers, and due to the cost, many carriers do not "dip" very often. 

How come my Caller ID does not always show up?

Unlike local number portability (LNP), Caller ID is not regulated by a governing body and there is no requirement that a particular carrier must look up the CNAM (called a CNAM dip). If the carriers have not "dipped" since your Caller ID was changed, your old Caller ID will be displayed. Dialpad has no control over how often a carrier performs a CNAM dip.

How do I request a new Caller ID name?

Contact our Support Team to request your desired Caller ID. They'll need to know the number you want to update and your desired Caller ID.

Be sure to note the following:

  • The display text must be no more than 15 characters (including spaces)
  • No special characters 
  • Your Caller ID will display in all capitals
  • Toll-free numbers are not supported

Be sure to review the Outbound Caller Name limitations in the section below. Given those limitations, our Support team will do our very best to update your CNAM, however, please be aware it does not guarantee your caller ID will be updated on all databases. Once support submits your request, it will take 1 - 3 business days to process.

Are there limitations to the Outbound Caller Name (CNAM)?

Yes, be aware of the following known blockers:

  • Due to the frequency of carrier CNAM Dips, one User may state that some customers see the correct name while another customer may not. Dialpad does not have any control over this. 
  • CNAM support for mobile numbers depends on the mobile carrier. If the receiving party is a mobile number whose carrier does not support CNAM, only the number will be displayed.
  • When the Outbound Caller ID is set to Blocked, the call recipient will see UNKNOWN or ANONYMOUS as the Caller ID/Caller Name.
  • By default, the destination carriers may display the rate center, locality of the caller's number instead, where no CNAM value is found.
  • Toll-free numbers are not supported. When the Outbound Caller ID is set to a Toll-Free number, only the number will display.

Note:

The industry-wide CNAM service is not generally used by Wireless Carriers. If you dial a wireless/mobile device, your CNAM may not display on their device. The only way around this is if the subscriber includes the name as a contact in their phone book.

For more information on Caller ID settings, head to this helpful article

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