Outbound Caller ID

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Hey, I have set up my company under RingCentral. Currently I cannot have an outbound caller-id and for my company this is crucial. 
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Bondy

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Posted 1 year ago

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Hey Bondy,

If you are calling on behalf of your Main Company Number, people should be seeing your Company Name. Is this not happening for you?
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Bondy

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No, it is not happening for me. It is just showing the number. 
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Hey Bondy,

This goes over CNAM and Caller ID

If things are set up properly, it should display correctly. However, it will only display correctly if the recipient's provider keeps their data base updated. Sometimes they don't always and that's not something that we can control :/
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Okay I will look into that. I also am requesting the feature for other numbers than the main number. We may have more than one customer service rep on the phone at once and they both cannot use the main number at the same time but we don't want to lose the ability to see that the call is from our company. 
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Hey Bondy,

Could you expound upon that? I'm not following...
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So, we have 3 different departments. Sometimes they are all on the phone at the same time. IF they have to call out from the main number to have it display our company name then the other people wanting to make a call can't be using the same main number. That would cause them to call using their numbers which would not have caller ID. Does that make more sense?
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Hey Bondy, so you're wondering if multiple users can use the main company number as their outbound caller id at the same time...is that correct?
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Bondy

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Yes, but if not I am requesting a feature to be added where you can set caller ID for numbers under the company and not just the main company number. 
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I see! So this is already an option :) Any number that is under your Company Number pool (Phone System -> Phone Numbers -> Company) is available for your User's to select as their Outbound Caller ID


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Bondy

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Hmmmm. I read all that and have the settings up but I am still getting calls from a number and not the company name. I tried calling phones with different providers. 
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Depending upon how new your account/phone number is - it can take a few days for it to reflect. The article I posted earlier about CNAM and Caller ID goes over this in more detail
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Hmmm still isn't forking for me... CNAM is what I am having the issue with
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There is lots of confusion on this post.  there is no limit to how many phones could have the company number set as the outbound caller ID.

Depending on when you setup the CALLER ID text within your system and if you had numbers port over it may need to be cleared out.  Wait 24 hours and put back

I have seen this over and over.

Chuck
Certified Ring Central Consultant
Chuck@yoritguy.com
630-975-1200
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So I should just wait 24 hours and then add the outbound caller ID after and it should work?
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Clear it out completely

Wait 1 day and then re-add your text.

That should do it.

Chuck
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Okay where all do I have to clear it from?

I know I do have it under Company info > Caller ID Name
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Yes, that is the only spot

Should be simple to do
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Awesome! I will let you know the results in 2 days! 
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Bondy

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Hmmm... Still says just the number and not the caller ID for me
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Hey Bondy,

I did some research on this and found that this is most likely due to you being in Canada, which I didn't realize at first :/ Apparently, CNAM and Caller ID don't work the same way they do in the U.S. - so sorry for the confusion!
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Hmmmm. So that means that you guys have done all you can on your end for Canadian CNAM/Caller ID?
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Hey Bondy,

Based on the information from our Tier 3 Engineering team, we have very little influence over CNAM/Caller ID in Canada, unfortunately :(
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Bondy

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Okay thanks. Could you please explain why this will not work in Canada? Also could you explain a bit why it will work for some phones and not other phones? 
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Hey Bondy, unfortunately, I don't have much information regarding why Canada is different from the US :(

Previously I linked you to an article that talks about how CNAM works in the US

Why is my number not consistently showing an accurate CNAM?
When RingCentral updates the CNAM for your number, it is submitted to the centralized CNAM database. When the recipient receives a call, their carrier references its own local CNAM repository that may or may not be up to date.  
In order for the CNAM to be displayed accurately, the terminating carrier to whom the calls are getting delivered to must have updated their local repository from the official database(s). This update is referred to as a “dip”. Depending on the carrier, they may not perform these dips regularly, thus the recipient may be seeing outdated information for your number. Usually large carriers keep up to date with these centralized databases regularly; you are more likely to notice a problem when a smaller carrier is involved. 
RingCentral provides support for local, main company number CNAM changes, and we are responsible for ensuring that the proper databases are updated in a timely fashion. However, we cannot take responsibility for how a third party provider manages their own repositories, nor force them to update their records. 
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Is there a way for me to speak with the Tier 3 Engineering Team?
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Hey Bondy, you could create a case or you could ask your Account Manager to help you get more information from a Tier 3 member

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