Caller ID: How to see the incoming Caller ID Name (U.S. and Canada)

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I have a premium office plan, and was told that Caller ID would work on our phones (in Toronto, Canada).  
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Kim, Alum

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Posted 4 years ago

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Kim, Alum

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The U.S. Office Premium and Ultimate have the CNAM feature.  

Regarding Canada: Caller ID options are limited in Canada...this is not a RC limitation, but a limitation in Canada. 



Per Tier 3 Engineering: 
I think the confusion might be with the terms being used, and the difference between outbound and inbound calls can be confusion as well. There are 2 functions. Caller ID which displays the number, and CNAM which displays the name. For inbound calls we display the caller ID that is handed to RingCentral. If it is incorrect whomever is calling needs to advise their carrier to track down where it is being changed before it gets to RingCentral. It is the callers carriers responsibility to ensure it is delivered to us correctly. The same applies to RingCentral outbound calls to a terminating carrier. RingCentral should be responsible for delivering it to the end user correctly. CNAM is a different monster. The name has to be correct in a central repository in Canada, and then when the called person receives a call they "dip" in to this central repository for the name. When it comes to Canadian CNAM we do NOT update the database with our Canadian numbers. We will check the incoming numbers against the American database (as it sometimes has the information there), but that is as far as it goes. So in short if the external user (Canadian) is calling any RingCentral customer (despite if they are Canadian or American) then it is a crap shoot if you will receive the CNAM display, and is unfortunately not a supported feature. Hope this answers your questions.  
(Edited)
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SARVEY CANELLA

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Since Caller ID was introduced in 1991, one would think that this would be a basic option.  That's 27 years are you kidding me.  I can get a basic telephone line and caller ID would be included.  I can't believe that Ring Central wants us to pay extra for that feature.  How about it?  It's 2018.
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Stephanie

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Absolutely agree. It is entirely asinine that it is an added cost. 
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Luke Sipple

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Agreed
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Mike Gustavson

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Kim, is this still accurate for Canada? It would explain why we get accurate CNAM data maybe 5% of the time...

If so, that's pretty pathetic that your actually policy is "it's a crap shoot". Are there any plans on the roadmap to improve CNAM for Canadian customers, and actually interface with the Canadian database?
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Saadet, Employee

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Hi Mike, CNAM in Canada is still a bit tricky since it is reliant on the many carriers updating their CNAM information correctly - not all carriers "dip" into the database as often as they should, which is why information doesn't always display correctly. Unfortunately, we don't have any influence on how often carriers take this action :/
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Edward Walker

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this is bullshit about Canada, because it sucks in America too. Our last phone system and phone company would display the name of the business when someone called us. I have 150+ users and all of them are complaining to me about caller ID and how "it worked on our old phone system"
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Suzanne Urash

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Yes, it's all about RingCentral adding more money to their shareholder's bottom line. With all of the spam and fraud calls, you would think that RC would make caller ID a standard feature, regardless of the plan. They want us to pay for the upgraded plan to get caller ID. I guess they will only do this if the FCC or government requires them to make caller ID mandatory. Very sad because RC's competitors provide caller ID as a standard function without having to pay extra.
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Mike Gustavson

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Hi Saadet,

Any update on this...? It's been another year. 

Your last update says you have no control on how often carriers update the database - fine, that makes sense. But as per the explanation of the problem provided by Kim, from your Tier 3 technician, you're not even checking that database anyway. So it really doesn't matter how often it gets updated..... old/outdated info would be 100% better than nothing at all!

Is there a roadmap to start checking the database for Canadian calls?
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Katie

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This reply was created from a merged topic originally titled Caller ID: how to see incoming caller ID NAMES.

I have asked several people at RC this question and have yet to get a straight answer.  This is very important to our business.
(Edited)
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J.B. Ferguson, Champion

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Katie,

In order to see the Caller ID names, you need to have a RingCentral Office Premium or Enterprise account. The standard account will not provide Caller ID names.

See the listing of features for all the three plans here:
https://www.ringcentral.com/office/plansandpricing.html
(Edited)
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Shea Daniel

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Where on this Price list does it say caller ID....
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J.B. Ferguson, Champion

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Shea Daniel...

The graphic used to have that feature listed. Why RingCentral removed it is unknown to me. Remember that I posted that message two years ago!
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Saadet, Employee

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Hi Shea,

If you click on the See All Features button at the bottom of the screen it will bring you to a list of everything where you can learn more.
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Michael Harrison

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We just had a client ask about getting CNAM working. For anyone else looking for this information it's buried here:
Click on Plans and Pricing -> Click See all features -> In the Phone accessories, devices, and service section click on Caller ID control -> Click on Learn more -> Scroll to the bottom of the page to the FAQ section.

or

As of 2018-Feb-09 here is the direct link:
https://www.ringcentral.com/office/features/caller-id-control/overview.html
Check the very last line under the FAQ section.

Quote: "Inbound Caller ID is available to all RingCentral Office Premium and Ultimate customers."
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Drybrough

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This reply was created from a merged topic originally titled Why does the Caller ID shows City, Province with an incoming call and not the Pho....

We are clients in Toronto. Wondering why the Caller ID shows City, Province with an incoming call and not the phone number? After the call in the Call Log, we can click on the "Info" icon and see the number. Why can't we see that info as the phone is ringing? Is this a feature we can change? Thanks.
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Mike, Official Rep

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Hi Drybrough ,  There's not a setting you can change for this. Please see the post above from Kim for more details. 
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Michael Berkeley

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Totally unacceptable that this isn't a core feature.  Heck, even my awful home landline provider gives inbound caller id with CNAM.
(Edited)
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Suzanne Urash

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I totally agree! With all of the scams/robocalls, i believe it is RingCentral's duty to allow EVERY ONE of it's customers the ability to see the caller ID as robocalls/scams are in the billions nationally. Every other hosted provider includes this as a core feature.

RingCentral, are you going to provide this as a standard feature to all users???
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Suzanne Urash

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I'm losing business because i let all of my calls go to voicemail unless i recognize the phone number.
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J.B. Ferguson, Champion

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I can see doing that for a home phone...but for a business? As you note, it's a losing proposition. I don't answer personal home calls if I don't recognize the number but if it's a call to my business number(s), I'm really obliged to answer it for my clients and prospects. If it's a spam call, I simply hang up and block it when I have the opportunity. Sure, it takes time to answer the spam calls but is it worth losing business for by not answering it? Not for me...others may having different opinions, but I am in business to make money, not to be afraid to answer a phone call.
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J.B. Ferguson, Champion

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I forgot to mention above...unless a RIngCentral customer is in Canada (I understand that it's different than in the states regarding CallerID), are you losing more business by not answering the phone than whatever the difference in cost would be between your current RC Office Plan and one that includes Caller ID names? 
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Suzanne Urash

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I'm a one-person business so my home phone and business phone are the same. Also, if you answer some of the calls and it's dead air or hangs up, it indicates that you are a live person and puts you on MORE spam lists. Regardless, there is NO reason why RC doesn't make this a standard feature on ALL phone plans except to get more money for shareholders. On a single day, i receive about 15 spam/fraud calls. No need to defend RC unless you work for them.
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Suzanne Urash

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Because i didn't know that caller ID was NOT included in the standard plan, opened up a support ticket, spoke to several people and none of them knew that caller ID wasn't included in the plan I had. I just found out during this string that i stumbled upon a few days ago (i've had the RC service for 6 months now). So does that answer your question?
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J.B. Ferguson, Champion

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The only question I asked of you was, "...are you losing more business by not answering the phone than whatever the difference in cost would be between your current RC Office Plan and one that includes Caller ID names? " and while you told me some of your RingCentral history, are you aware that you can upgrade your plan at any time? I had done that when I first started with them over 8 years ago. You would then have the functionality. Is it right that RC charges more for certain functionality? That's not for me to say. They are in business to make money and upper management makes those decisions. People have to either abide by those decisions and either make enough noise for upper management to make a change -or- vote with their money going to a different provider.

Otherwise, I just gave my opinion about answering/not answering calls and losing business. I'm not defending RingCentral and if you had fully read my post you would have read that I am in business to make money. If I worked for RingCentral I would be getting a salary and would have to answer the phone as part of my job duties. I never debated that it shouldn't be part of ALL RC Office plans, however did you also read the part where I said, "...are you losing more business by not answering the phone than whatever the difference in cost would be between your current RC Office Plan and one that includes Caller ID names? " You never addressed that and I'm not asking you to now. It's just a rhetorical question for the management of YOUR company to answer...NAMELY YOU...and doesn't affect me or anyone else in this thread.
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Suzanne Urash

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Yes, i probably HAVE lost money due to this issue and if you READ MY comment above, i just found out in THIS THREAD over the weekend that caller ID is an upgraded feature. If you also READ MY COMMENT ABOVE, I indicated that i have spoken to several support individuals over a few months time to figure out why i'm not getting caller ID and none of them knew. Am I going to upgrade? Probably now that i JUST FOUND OUT IN THIS THREAD, AS INDICATED ABOVE, i will upgrade. Are you satisfied now that you tried to make me look dumb? It didn't work.
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J.B. Ferguson, Champion

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If that's what you thought my intent was, I feel sorry for you. I read and understood everything you said. What I said was to make you think more about it, in case you hadn't because you never said you were going to upgrade. All you initially said was, "I'm losing business because i let all of my calls go to voicemail unless i recognize the phone number. "  Sorry but I'm not a mind reader as to your past history with RingCentral nor your future intentions. I'm done with this thread.
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Peter Mendola

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another vote for making this a core feature. funny how upgrading from a 10 year old phone system to Ring Central means you actually lose features !
one more vote to move this to a core feature...but alas...falls on 'deaf ears'
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Lance

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I was not aware this was a premium feature as well.  We had an analog phone system that could do this, why is this not a core feature?
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Trampus Campbell

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I had not given it one thought that this wouldn't be included with any plan. I would have shopped around a bit more for a company that included this feature. I too had an old analog system that at least gave me a name and a number. I vote to make this a feature in every plan. I'm sure it won't cost RC a dime to add this.
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SARVEY CANELLA

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TRACED Act just signed into law requires carriers to provide caller ID technology at no additional cost.  Will Ring Central comply with this new law?
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Jessica - Community Moderator, Official Rep

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Hi Sarvey, 

I confirmed with our legal team that RingCentral currently provides the required Caller ID technology as defined by the TRACED Act, at no cost to customers. 

For clarification, what is referred to in the TRACED Act is not CNAM (Canonical Name Record or Alias Record). 
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Suzanne Urash

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So when will the basic plan users be able to see caller ID?
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J.B. Ferguson, Champion

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Expounding on what Jessica said, and after reading the entire "TRACED" Act, which is geared more toward the enforcement of, reporting of, and hopeful elimination of spam and robocalls and NOT the providing of CNAM information to customers, RingCentral DOES HAVE the required Caller ID technology and does not charge separately for it.

Having said the above, having Caller ID technology does not equate with providing CNAM information. Not being an attorney but having been in the law enforcement profession for over 32 years, this would mean that they can decide whether to provide CNAM (name and number information) to their customers on different tier levels. 

Personally, I don't agree with this practice...I never did even way back when telcos charged as much as $10 extra to get CNAM information on POTS lines. But again, in reading the bill that was signed into law last year (not "just signed" as Sarvey mentions), it is geared more toward the enforcement of, reporting of, and hopeful elimination of spam and robocalls.

Please...no flames or bashing of my interpretation. Please read it for yourself and come to your own understanding of what it means to you.
https://www.congress.gov/bill/116th-congress/senate-bill/151/text
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Stephanie

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Probably when we pay for it. They don't seem to care that 10+ year old analog phone systems had this included with no extra cost, if they can make us pay then they will.
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Suzanne Urash

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The whole point to my initial complaint with RingCentral is that they DO offer caller ID but not on the basic plan. They require us to upgrade to the next higher paid plan to see the person/company name that is associated with the phone number. This is HORRIBLE practice. Every hosted phone provider that i've had in the past (and i've had several), makes caller ID as a standard feature, regardless of the plan. With all of the scams, frauds, robocalls, I hope the laws change that requires these companies to show the caller ID, just like the old fax requirements used to be.
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J.B. Ferguson, Champion

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As I mentioned, I don't agree with the practice of basically charging extra (i.e. higher tier/higher cost) for inclusion of CNAM information. But I'm also against regulating everything as well, which ends up stifling free enterprise. The best way for people to vote against paying extra for ANY services that others provide at nominal or no cost is to go elsewhere with their business. That's what free enterprise is all about.
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Suzanne Urash

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With all of the scams and robocalls, there needs to be regulation. Too many elderly and others are being caught off guard by KNOWN spam/scammers. It's just not right that RingCentral charges a higher monthly fee for a basic service that has been around for decades. It's like charging extra for call waiting (those days are in the past). When people sign up for the basic service, it is assumed that they provide the basics that every other major VoIP provider includes in the basic service. And you are correct that it may be time for subscribers to leave RingCentral and go to the competition that doesn't nickle and dime for a basic service.
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AF1

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I see from this thread that inbound callerID was once listed on the features list and has been explicitly removed - I'm guessing so that people won't realize that such a basic and essential feature is not included on the "basic" plan. We signed up for RC based on the chart of features with a "basic" plan - had we known there was no caller ID on the basis plan, we might have considered other carriers. We've had a number of significant concerns about RingCentral since signup, but this is a major one.

If you're going to withhold a basic feature from people, at very least, it needs to be on your comparison chart.
(Edited)
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Suzanne Urash

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Inbound Caller ID needs to be on the comparison list when comparing the 3 different RingCentral plans. This is very misleading.
(Edited)
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Hattie

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Caller-ID is essential and is a basic feature on the most basic plans for both business and personal. Why/how is this not able to be utilized with EVERY plan?