02/20/19 00:54 AM  

Caller ID - Number not consistently showing accurate CNAM

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SummaryWhy is my number not consistently showing an accurate CNAM?

When you update the Caller ID Name (CNAM) for your number in your RingCentral Online account, that number name mapping is submitted to the centralized CNAM database. When the recipient receives a call, their carrier references its own local CNAM repository that may or may not be up to date. 

For the CNAM to be displayed accurately, the terminating carrier, to whom the calls are getting delivered, must have updated their local repository from the official database(s). This update is referred to as a “dip.” Depending on the carrier, they may or may not perform these dips regularly. Thus, the recipient may be seeing outdated information for your number. Usually, large carriers keep up to date with these centralized databases. You are more likely to notice a problem when a smaller carrier is involved.

RingCentral provides support for local, main company number CNAM changes, and we are responsible for ensuring that the proper databases are updated in a timely fashion. However, we cannot take responsibility for how a third-party provider manages their repositories, nor force them to update their records.

If you are noticing that some called parties are receiving outdated CNAM information for your number, please notify RingCentral so that we may verify that the CNAM databases were updated correctly on our end. If the CNAM database was updated by RingCentral, the called party would then need to contact their carrier to ensure those records are also up-to-date.

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