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Simplifi Contact - Caller ID Information

Simplifi can set an outbound caller ID for the hosted telephone numbers on your account. However, displaying caller ID is the responsibility of the receiving carrier. Please see below article for more information.

WHAT IS CALLER ID NAME STORAGE?                                            

The Outbound Caller ID Name is commonly referred to as “CNAM Storage” or simply Caller ID. This process is not handled as one might expect in that the name is not passed on outbound calls. Instead, records (names) associated with telephone numbers are stored in a database. When a call is received from that number, a lookup is done by the receiving phone company to this database to retrieve and display the associated record. 

It is important to note that displaying Caller ID is the responsibility of the receiving phone company.

To elaborate: if you call in to a Simplifi Contact phone number, it is the responsibility of Simplifi to accurately display the correct record. Similarly, if you call a cellular customers number (Verizon, AT&T, T-Mobile, etc.), it is the cellular providers responsibility to display the correct information. It is common practice among phone companies to cache Caller ID information. This means you may have differing results when calling different destinations.

The only way to correct a record you believe is incorrect is to open a ticket with the company receiving the call.

For example: You have CNAN Storage set up for phone number 555-333-4444 as XYZ COMPANY. When you place a call with the Caller ID set as 555-333-4444, the receiving company grabs the telephone number which should display XYZ COMPANY but instead displays JOHN DOE. The first thing you should do is:


See article -  Simplifi Contact (Core) - Set the Routing of a Phone Number 

STILL, SEEING AN INCORRECT CALLER ID NAME?                                                                                                                                                                                                     

If we confirm the information has been successfully pushed to our vendor, we then check our own dip vendor and verify if they are displaying the correct information.

If both our CNAM Storage and CNAM Dip (which are separate entities) verify the correct information, you will need to contact the receiving phone company performing the dip.

Note that even companies that cache this information typically set an expiration on the cache, although we cannot say with certainty when that will be.

Even if you report five separate phone companies displaying incorrect information, if we verify with our CNAM Storage vendor and CNAM Dip vendor that the information is correct, we are unable to assist with getting those five companies to display it correctly.

Our suggestion is to open a ticket with one company doing it wrong and monitor. Our experience has been that once one corrects it, the others shortly follow suit.