|08/23/17 19:36 PM|
Outbound Caller ID Name Overview and Frequently Asked Questions
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|Summary||Getting to know the Outbound Caller ID Name.|
To setup the Outbound Caller Name (CNAM) settings on your RingCentral account, follow the steps listed in [Admin] Setting the Outbound Company Caller ID Name (CNAM).
CNAM should be active within 7 to 14 business days. Depending on how fast the National Registry is able to update your submitted request, it may take longer before your Caller ID Name will appear along with your Caller ID Number.
You will need to clear out the Caller ID Name (CNAM) field on your RingCentral account and leave it blank for 48 hours before re-submitting your CNAM request. After re-submitting your CNAM request, it will take another 7 to 14 business days for your CNAM to become active. For instructions, go to [Admin] Setting the Outbound Company Caller ID Name (CNAM).
IMPORTANT: Take note of the Date and Time when you cleared the Caller Name field, as well as the Date and Time when the CNAM request was re-submitted.
Contact RingCentral Customer Support for assistance and provide the Date and Time when the request was submitted or re-submitted.
NOTE: After the request for CNAM is approved, RingCentral needs to wait for the other carriers to update their Caller ID Name database. Other carriers will only be able to see the updated Caller ID Name after they update their local CNAM repository.
Example: User1 requested to change his company's Caller ID Name from "BIG JOHN" to "BIG JOHNS PIZZA". On the 14th day, the Caller ID Name "BIG JOHNS PIZZA" was applied to User1's RingCentral phone numbers. AT&T users are able to see "BIG JOHNS PIZZA" as his Caller ID Name, but Verizon Users are still seeing "BIG JOHN". The reason why Verizon is still seeing "BIG JOHN" as User1's CNAM is because their Caller ID Name database is outdated. The solution is for Verizon to download and apply the updated list of Caller ID Names for Verizon users to see the updated Caller ID Name for User1's phone numbers.
When RingCentral updates the CNAM for your number, it 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.
In order for the CNAM to be displayed accurately, the terminating carrier to whom the calls are getting delivered to 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 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 regularly; 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 own repositories, nor force them to update their records.
If you are noticing that some of your callees are receiving outdated CNAM information for your number, please contact us so that we may verify that the CNAM databases were updated correctly on our end. If the CNAM database was updated by RingCentral, your callee will then need to contact their carrier as well to make sure its records are up to date going forward.