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) is a feature that identifies an incoming caller by name and phone 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 put together 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.

How do I change my Caller ID?

We've made it nice and simple to change your Caller ID. 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.

For full details on how to change your Caller ID, please refer to this Help Center article

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).

 

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 number 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 lookup the CNAM (called a CNAM dip).

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

Yes, please read below for known blockers.

  • Toll-free numbers are not supported. When the Outbound Caller ID is set to a Toll-Free number, only the number will display.
  • 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. 
  • Maximum of 15 characters (including spaces) for the text string (all noted as capital letters) and will be presented as capital letters. 
  • Special characters are not supported.
  • 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.

 

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

 

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