Outbound Caller ID

[alison15]

Hi. Our outbound Caller ID shows "Private Line" instead of our company name. I looked up the steps to change it and the company name appears to be in the system correctly so not sure how to address this issue. Our clients won't accept our calls because they think it is a spam call, so this is a significant issue for us. Any suggestions on how to resolve it? Thank you!

[Eliot · Accepted solution]

hi @alison15 

Different countries have different ways to determine Caller ID Name.  In USA, the caller id name is looked up by the carrier receiving the call using the caller id number (caller’s telephone number) and accessing one of the caller id name databases collectively called line information database (LIDB). Based on my limited testing, Zoom promptly sends your caller id name to a caller id database whenever you initially input the caller id name and whenever you change it.   

You can check to see if your caller id number is in the caller id name database and what caller id is assigned.  Most major cell phone carriers access the caller id name database and will display the caller’s caller id name.  In addition, there are services listed by internet search engines which will allow you to check your caller id name.  Finally, there are services such as Hiya and Numeracle that offer branded calling solutions.

Accessing the database costs the receiving carrier a fee.  Some carriers try to reduce their costs by reducing the frequency of access to the database and some carriers use alternative means such as a search of the internet.  If a carrier does not find your caller id name, carriers sometimes display a city and state or perhaps NOT AVAILABLE, etc. instead of your caller id name. 

These zoom support article extracts provide additional details.

How is the caller ID name determined on outbound calls from Zoom Phone?

The caller ID name on outbound calls is determined by the Zoom Phone admin.

Notes:

• The caller ID name is only applied to US and Canada phone numbers.
• Zoom Phone will attempt to apply the caller ID name to US/CA toll numbers. This is a "best effort" service with limitations. There are no technical criteria when the specified caller ID name will be applied to a toll number.
• The caller ID name applies to the entire organization or site. The admin cannot apply a different caller ID names for individual phone users.
• Phone users can hide their caller ID name and number.

In the US, the caller ID name that is displayed to the receiving party is determined by the phone service that is receiving the call, not the phone service where the call is originating. The phone service that is receiving the call relies on a caller ID name database to match the incoming caller ID number with a caller ID name. In the US, only the caller ID number is passed along to the receiving phone service so it's up to them to match the number with a caller ID name.

Note that this may work differently depending on your country.

Frequently asked questions about caller ID

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0063187

How to change the main company or site caller ID name

The caller ID name is displayed all outbound calls from the organization. If have multiple sites, you need to change the caller ID name for each site. You cannot change the caller ID names of individual users.

Note:

• Your caller ID is only applied to US and Canada phone numbers.
• Receiving parties will not see the new caller ID right away because of the process to determine your outbound caller ID name. It can take around 3 weeks for the new caller ID name to be updated for external providers.
• Even with multiple sites, your organization can only have one main company number. The caller ID name of the main site will be applied to the main company number.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Follow one of these options depending on if you have multiple sites:
• If you enabled multiple sites: Click the name of the site you want to edit, then click the Profile tab.
• If you disabled multiple sites: Follow step 4.
4. In the Caller ID Name section, click Change next to the current caller ID name.
5. Enter a new caller ID name and click Save.
   Note: The caller ID name has the following restrictions.
• Maximum of 15 characters
• Displays with all uppercase letters regardless of how you specify it in Zoom Phone
• Cannot contain any special characters

Managing the main company number and caller ID

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064090

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot