Fix caller ID issues
If you are having trouble with your caller ID's not displaying properly on outbound calls, use these steps to perform initial troubleshooting before contacting Customer Support. You will also learn what situations we are unable to help regarding caller ID issues.
First, there are some situations when Caller ID is not guaranteed to work. Verify you are not attempting the following:
- Toll-free calls — Caller ID is not guaranteed when using a toll-free number.
- Canadian calls — Caller ID works differently in Canada and it is up to each provider to pass through the Caller ID set in the admin portal.
- Rate Centers— Caller ID reflects the city and state of the rate center the phone number is from. Not every city has rate centers so some cities cannot be displayed.
- Feature Not Activated with Provider — If using a cell phone to test with, verify that you have paid for the caller ID feature with your provider, otherwise you will not get valid results.
1. Verify the number is not in your contacts
Verify the number with the incorrect caller ID isn't saved in your contacts. If the number is saved as a contact, the contact details will override the caller ID.
Result: Did this fix your issue? If so, hooray! If not, contact your admin to continue troubleshooting with the following steps in the administration portal.
2. Verify the caller ID is not blocked
3. Make a test call
Perform a test call to a different phone number to see which caller ID is displayed.
Note: If using a cell phone to test with, verify that you have paid for the caller ID feature with your cellular provider, otherwise you will not get valid results.
Result:
- If the caller ID is correct, then hooray! You're all set!
- If the caller ID is different from what is showing in your admin portal, continue to step 3, provide a call example. Make sure you look at the Caller ID assigned in the Phone Numbers tab.
- If you are looking to change which phone number is displayed when making outbound calls rather than the visual text associated with a phone number, click here.
3. Provide a call example
Select Contact support with the following information:
- Date of the call
- Exact time of the call, including time zone
- Phone number dialed
- Extension or phone number the call was placed from
- What showed up as the caller ID
Tip: A call example from within 30 minutes of contacting us provides the best chance of troubleshooting.
Article last updated: 9 May, 2024
