Frequently asked questions about Zoom Contact Center caller ID

Caller ID is a phone system feature that allows the person you're calling to see your name and number. A caller ID consists of two parts:

• The caller ID number is the phone number attached to the caller.
• The caller ID name is the name displayed in text with the caller ID number.

Here are some common questions about caller ID and how it works with Zoom Contact Center.

This article covers:

• Contact Center users
  
  • How is the caller ID name determined on outbound calls from Zoom Contact Center?
  • How is the caller ID name determined on calls transferred to another Zoom Contact Center agent?
  • Why is my caller ID name for my Zoom Contact Center number not displaying correctly for the receiving party?
  • Why is the caller ID name of an external phone number not displaying correctly on Zoom Contact Center?
  • How does caller ID work in Canada?
• Admins
  • How do I change the caller ID name?
  • If I change caller ID name, when does it take effect?
  • How do I change the caller ID numbers available for outbound voice engagements?
  • How do I change the caller ID used for outbound calls made in a flow?

Contact Center users

How is the caller ID name determined on outbound calls from Zoom Contact Center?

The caller ID name on outbound calls is determined by the Zoom Contact Center admin.

Notes:

• The caller ID name is only applied to US and Canada phone numbers.
• Zoom Contact Center will attempt to apply the caller ID name to US/CA toll numbers. This is a "best effort" service with limitations. There are no technical criteria when the specified caller ID name will be applied to a toll number.
• The caller ID name can apply to individual users.

In the US, the caller ID name that is displayed to the receiving party is determined by the phone service that is receiving the call, not the phone service where the call is originating. The phone service that is receiving the call relies on a caller ID name database to match the incoming caller ID number with a caller ID name. In the US, only the caller ID number is passed along to the receiving phone service so it's up to them to match the number with a caller ID name.

Note that this may work differently depending on your country.

How is the caller ID name determined on calls transferred to another Zoom Contact Center agent?

When transferring a call to another agent, certain rules apply if the contact is in the address book.

Why is my caller ID name for my Zoom Contact Center number not displaying correctly for the receiving party?

The reliability of caller ID name delivery varies depending on the country and the outgoing and receiving phone services that handle the call.

In the US, it's up to the receiving phone service or carrier to match your caller ID number using a caller ID name database. These databases cost money so some phone services may not have a caller ID name database with updated information. As a result, the receiving party may see an outdated caller ID name.

If you're calling a mobile number, it is still up to receiving party's carrier to support caller ID name. If the carrier doesn't support caller ID name, the receiving party will only see your caller ID number.

Here are some other limitations of caller ID name:

• Does not display if you select a toll-free number as your outbound caller ID (only the caller ID number will display)
• Has a maximum of 15 characters including spaces
• Displays with all uppercase letters regardless of how you specify it in Zoom Contact Center
• Cannot contain any special characters

The receiving party may also be using a third-party caller ID or dialer app that's displaying a different caller ID name than you've set in Zoom. Contact the third-party service for more information.

Why is the caller ID name of an external phone number not displaying correctly on Zoom Contact Center?

Zoom Contact Center uses an external service to determine the caller ID name of external phone numbers.

If the caller ID name of an external phone number is not displaying correctly, contact the third-party carrier or service provider to update the caller ID name for that number.

How does caller ID name work in Canada?

Unlike the US, most carriers in Canada do not use caller ID name databases. caller ID name information is passed from the originating phone service, along with the caller ID number.

As a result, the phone service or carrier of the receiving party doesn't need to look up the caller ID number in a caller ID name database. There are caller ID name databases available in Canada but most carriers do not subscribe to them.

Admins

How do I change the caller ID name?

If you're a Zoom Contact Center admin, you can change the caller ID name in the Zoom web portal.

Changing the caller ID name for a specific phone number

1. Sign in to Zoom web portal.
2. Sign in to the Zoom web portal.
3. In the navigation menu, click Contact Center Management then Phone Numbers.
4. Click the Assigned tab.
5. (Optional) In the top-right corner of the table, click the gear icon then select Caller ID Names to display current caller ID names.
6. In the row of the phone number that you want to edit, click the ellipses icon and select Edit Caller ID Name.
7. Enter a caller ID name and click Save.
   A confirmation notification will appear.
   Note: The Caller ID Name is supported only in the U.S. and Canada and does not apply to toll-free numbers.

Changing the caller ID name for several phone numbers

Admins can bulk edit caller ID names for multiple numbers.

1. Sign in to Zoom web portal.
2. Sign in to the Zoom web portal.
3. In the navigation menu, click Contact Center Management then Phone Numbers.
4. Click the Assigned tab.
5. (Optional) In the top-right corner of the table, click the gear icon then select Caller ID Names to display current caller ID names.
6. Select the check boxes of the numbers for the phone numbers that you want to assign or edit caller ID names.
7. At the top of the table, click Edit Caller ID Name.
8. Enter a caller ID name and click Save.
   A confirmation notification will appear.
   Note: The Caller ID Name is supported only in the U.S. and Canada and does not apply to toll-free numbers.

If I change my organization's caller ID name, when does it take effect?

If the Zoom Contact Center admin changed the organization's caller ID name in the Zoom web portal, the change is not immediate. You should allow 24 to 72 hours for Zoom to make the change.

However, keep in mind that the phone service or carrier of the receiving party needs to update their caller ID name database for your new caller ID name to take effect. As a result, some people could see the new caller ID name while others see the old caller ID name. Since it costs money to update their caller ID name database, some carriers rarely update their databases so it could take weeks for your new caller ID name to take effect on all carriers. Generally, it can take around 3 weeks for the new caller ID name to be updated for external providers.

How do I change the caller ID numbers available for outbound voice engagements?

Zoom Contact Center admins can assign caller ID numbers to voice queues to make these numbers available for outbound calling.

How do I change the caller ID used for outbound calls made in a flow?

When using the Route To widget to place an outbound call, you can select which caller ID is used.