Update Number Location

Hi ​@Susan2153262010,
 

The location you see on Caller ID (CNAM) isn’t something RingCentral or your phone system can control directly. It comes from how the phone number was registered in the national CNAM database, which links each number’s prefix to a specific geographic area based on where it was first issued.

Even if you’re now using the number in a different city or state, the CNAM system will still show the original location. Unfortunately, this can’t be changed manually because it’s managed by national telecom carriers and external databases, not RingCentral.

If you’d like your Caller ID to show a specific city or region, the easiest way is to get a new number or swap your current number for one from the desired location.

Hi Mary,

These numbers can’t just be swapped.  They are in use by sales staff and have be given out to customers.

The prefix is the same as 50 other numbers so it seems strange one these two would show something different.  I’m assuming all the numbers were registered in the CNAM database at the same time.  We’ve had this group of numbers for at least 15 years.

I think I have found out how this happened.  The numbers in question were ported in from another carrier and in order for me to port in the numbers I was required to assign them to users/extensions.  Since these were to be a new extensions I was required to purchase and assign temporary numbers.  There weren’t any available numbers that I could acquire that were in the same city so had to order ones from Brockton.  When the numbers ported in and were replaced they kept the same city as opposed to taking on the city from the numbers that were ported in.

When the numbers were automatically swapped by RingCentral the numbers should have taken on the city from the ported in numbers not retaining the city from the temporary number.

How can I get around this?  I just ported in another number with the same scenario for one of our other locations and am assuming the same thing will happen.

We have had several complaints from customers which is how we found out.

Thank you,

Susan

Hi ​@Susan2153262010, that could be the main reason. Could you try opening a ticket with our Tech Support team to check if there’s an option to change this on their end? This is actually my first time encountering this, so they’ll be able to confirm. You can open a ticket here: https://support.ringcentral.com/new-case.html