08/23/17 19:36 PM  

Outbound Caller ID Name Overview and Frequently Asked Questions

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SummaryGetting to know the Outbound Caller ID Name.
Details

The Caller Name (CNAM) is a feature that displays your Name or Company Name on the Caller ID display of the party you are calling. When it is set up, your Caller ID Name would display as text along with your Caller ID Number.

NOTE: Outbound Caller Name (CNAM) is available in U.S. and Canada. The caller’s name will be included along with the call information on most outbound calls. In Canada, not all carriers support this feature, however, 85% coverage is expected based on the tests that RingCentral has performed.
 

What is the difference between Caller ID and CNAM?

The Caller ID (CLID) is the actual phone number calling in, whereas the accompanying text that provides the identifying name for that number is referred to as CNAM (Caller Name)


How do Caller ID (CLID) and Caller Name (CNAM) work together?

When a phone call is made, the Caller ID (CLID) is routed to the destination’s carrier for delivery. The Caller Name (CNAM) text data is not sent out by the originating carrier, as they are separate services. 

When the call arrives, the carrier for this destination end of the call will reference that number against its own local CNAM database. At this point, both a Caller ID (CLID) number and Caller Name (CNAM) text is delivered to the recipient’s phone when it rings through. 
 

What is a CNAM Database?

CNAM databases (Line Information Databases) are official, authoritative sources where the CNAM text data is recorded for any given phone number. There are multiple CNAM database providers that maintain these centralized records, and carriers may subscribe to one or several of them. 
 

What are the limitations of the Outbound Caller Name (CNAM)?

• The Outbound Caller ID Number must be a local landline number.
• Toll free numbers are not supported. When the Outbound Caller ID is set to a Toll Free number, only the number will display.
• Maximum of 15 characters (including spaces) for the text string and will be presented as capital letters. 
• Special characters are not supported.
• CNAM is applied to all local numbers within the RingCentral account. 
• CNAM cannot be set for individual numbers or Digital Line.  
• Mobile numbers do not support CNAM. If the receiving party is a Mobile number, only the number will display.
• When the Outbound Caller ID is set to Blocked, the call recipient will see UNKNOWN or ANONYMOUS as the Caller ID/Caller Name.

IMPORTANT: As CNAM transmission is the responsibility of the terminating carrier (number being called), that terminating carrier must support CNAM functionality and must have updated CNAM Database records. 
 

Outbound Caller Name (CNAM) Frequently Asked Questions

 

1. How do I setup my Outbound Caller Name (CNAM)?

The following User Roles ARE ALLOWED to modify the account's Outbound Caller ID NameSettingsThe following Predefined User Roles DO NOT have access to modify the account's Outbound Caller ID Name Settings
• Phone System Admin
• Super Admin
• Custom Roles with access to Phone System > Company Numbers & Info
• Billing Admin
• Manager
• User Admin
• Standard
• Standard (International)

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).
 

2. How long would it take for my CNAM to be activated?

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. 
 

3. How do I change my Outbound CNAM?

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.
 

4. What if my CNAM is still not activated 14 days after submitting the request?

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. 
 

5. Why is my number not consistently showing an accurate CNAM?

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.
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