question

titus-mandel avatar image
titus-mandel asked saadetswift16514 commented

Outbound Caller ID

We are a Canadian account that has just signed up and are experiencing issues with the location showing up on the outbound caller ID which is not correct.  We have set our custom caller ID to reflect our company name but underneath it shows up the location where our numbers are from which is Victoria and our office is located in Armstrong, 600 km away.
We have had numerous customers question when they see Victoria come up on their caller ID and it is important to us that they do not get confused but rather see only the company ID, not location unless we are able to edit it to our local town.
THANK YOU for your consideration and if there is anything you can do to change this would be Appreciated! 

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mike-gustavson13338 avatar image
mike-gustavson13338 answered
I'm not sure this is fixable - you might need to switch to numbers located in Armstrong, rather than using Victoria numbers. Is that possible?
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titus-mandel answered
No it's not at this point and when we chose the numbers it did not give us the option for Armstrong numbers.
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mike-gustavson13338 answered mike-gustavson13338 commented
There won't likely be numbers available for every very specific area - we have a customer in Armstrong and I know there's not a lot of number choice there. You may be able to select a closer community than Victoria. Otherwise, maybe get a number through Telus as your main company number, as that should be local, then port it in to RC?
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At this point our numbers have been published and to change now would be a lot of work in notifying all our clients etc.     however if we would get a local number from Telus and import it to Ringcentral, could we use it to help our location show up as closer but still use our old number as the main number?
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I don't see how - when you dial out with whatever number you're using, it's polling the CNAM database (I believe, or another database) to get the location data. RC isn't sending that data with the call, so it isn't configurable.
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saadetswift16514 avatar image
saadetswift16514 answered saadetswift16514 commented
Hey Titus, you can read more about Caller ID in Canada  here. Sometimes not all carriers update correctly or on a regular basis :(
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Thanks for the info.   which carrier supplies our numbers for Ring Central?  are we able to request a location change for the number?  Like could they move it to another area?
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That I'm not sure of :/ But it's possible that your Account Manager may be able to get that info for you
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