Caller ID is what shows up on the other person's phone when you call them: your phone number, and — where supported — your business name. Getting it right helps more of your calls get answered.
The two parts of caller ID
| Part | What it is | Example |
|---|---|---|
| Caller ID number | The phone number displayed | (416) 555-1234 |
| Caller ID name (CNAM) | Your business name shown alongside it | ACME Plumbing |
Setting your caller ID name (CNAM)
Your caller ID name is set per number:
- Go to Phone Numbers → Your Numbers.
- Open the number you want to configure and go to its Settings.
- Open the Security tab.
- In Outbound Caller ID Name, enter your business name (up to 15 characters).
- Save.
A few things to know about caller ID names:
- Keep it to 15 characters. That's the industry limit, so abbreviate if you need to (for example, "ACME Plumbing" rather than "ACME Plumbing & Heating Ltd").
- Use your real business name. Misleading names can get your calls flagged, and deliberately deceptive caller ID is against the law.
- Changes take time to appear. Caller ID name information propagates across phone networks gradually, so allow a couple of days after you set or change it before expecting it to show everywhere.
- Not every phone shows it. Some carriers and many mobile phones display only the number, not the name. That's outside any provider's control.
Choosing which number shows on outgoing calls
When you place a call, the number people see comes from the line you're calling on:
- Softphone (browser or app): your calls use the caller ID configured for your extension. You can confirm it in the dialer's settings.
- Extensions: each team member's extension can be set to present a specific number, so different people or departments can show different lines. An admin sets this on the extension.
- Forwarded calls: when a call is forwarded on to another phone, your customer still sees your business number, not your personal line.
Guarding against spoofing
On a number's Settings → Security tab you'll also find Caller ID Spoofing Protection, which blocks incoming calls that appear to use a faked caller ID. Turn it on to cut down on scam and spam calls reaching your team.
Troubleshooting
- Wrong number shows on my calls: check the caller ID set on your extension, and make sure the number you expect is active on your account.
- My business name isn't showing: confirm you saved a name on the number's Security tab, then allow a couple of days for it to propagate. Remember that some phones only ever show the number.
- My calls show as "Unknown" or "Private": make sure a valid, active number is set as your caller ID and isn't being blocked.
Want the bigger picture on spam labels and call trust? See Caller ID Rules: CNAM, STIR/SHAKEN, and Staying Trusted.