Outbound calls showing TEST for recipients

[ksibbald]

Hey all,

We have a client on the zoom phone service that we manage that are getting reports from other companies that the caller ID for them calling in shows TEST.

Any ideas where this could be specified or changed in the zoom admin console?

Thanks!

[Eliot]

hi ksibbald,

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:

You 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.

Sign in to the Zoom web portal.

In the navigation menu, click Phone System Management then Company Info.

Click Account Settings.

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 Settings tab.

If you disabled multiple sites: Click Account Settings.

In the Caller ID Name section, click Change next to the current caller ID name.

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 – Zoom Support

If I change my organization's caller ID name, when does it take effect?

If the Zoom Phone admin changed the organization's caller ID name in the Zoom web portal, the change is not immediate. You should allow 24 to 72 hours for Zoom to make the change.

However, keep in mind that the phone service or carrier of the receiving party needs to update their caller ID name database for your new caller ID name to take effect. As a result, some people could see the new caller ID name while others see the old caller ID name. Since it costs money to update their caller ID name database, some carriers rarely update their databases so it could take weeks for your new caller ID name to take effect on all carriers. Generally, it can take around 3 weeks for the new caller ID name to be updated for external providers.

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 – Zoom Support

thanks,  eliot

[ksibbald]

Awesome, than you for the info Eliot. I will give this a whirl.