Caller ID is phone system feature that allows the person you're calling to see your name and number. A caller ID consists of two parts:
Here are some common questions about caller ID and how it works with Zoom Phone.
This article covers:
You can see your outbound caller ID number below the dial pad in the Zoom Desktop Client or Mobile App. Click the Caller ID menu to display your available caller ID numbers:
You can change your outbound caller ID number to the following direct numbers (if applicable to you):
You can set your outbound caller ID using keys and positions settings in the Zoom web portal. Do not set your outbound caller ID using the phone's interface.
You can change your caller ID number to the following direct numbers (if applicable to you):
By default, you can only use your assigned direct phone numbers to send SMS messages. If enabled by your admin, you can send SMS messages using phone numbers associated with call queues or auto receptionists.
The caller ID name on outbound calls is determined by the Zoom Phone admin.
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.
There are two ways to hide your caller ID:
The receiving party will see UNKNOWN or ANONYMOUS (no caller ID number is displayed).
Below the dial pad, click or tap the Caller ID menu to display your available caller ID numbers, then select Hide Caller ID.
Dial *67 before you dial a phone number, then place the call.
You can use the Zoom web portal to hide your caller ID by default when using the desktop client. In the Outbound Caller ID drop-down menu located in your phone settings, select Hide Caller ID. This option requires client/app version 5.4.0 or higher.
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:
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.
Zoom Phone uses an external service to determine the caller ID name of external phone numbers.
If the caller ID name of an external phone number if not displaying correctly, contact the third-party carrier or service provider to update the caller ID name for that number.
Note: If the external phone number is in your synced contacts, Zoom Phone displays the display name of the synced contact instead of the caller ID name. See our article about incoming call notifications for more information.
If you're making a call to another Zoom Phone user in the same organization, Zoom Phone will display your profile name/picture and extension number in the call notification to the other user.
Note: Your Zoom profile name and extension are different from your organization's caller ID name and number which are displayed on calls to external numbers.
If you're making a call to an external Zoom contact with Zoom Phone, Zoom Phone will display your organization's caller ID name and your phone number (the company number or a direct number assigned to you) for the receiving party. Since both parties are using Zoom Phone, the organization's caller ID name will be correctly displayed to the receiving party.
Refer to our article about incoming call notifications to see how caller ID is displayed for inbound calls.
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.
The check mark icon is also known as the caller verified icon. This helps you identify robocalls and spam calls.
If you're a Zoom Phone admin, you can change the organization's caller ID name in the Zoom web portal. If have multiple sites, admins can change the caller ID name for each site.
If the Zoom Phone 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.
If enabled, Zoom Phone inbound call notifications will display the last transferring/forwarding internal extension for any calls forwarded as a result of call handling settings for these extensions in the same account:
Note: This only affects Zoom Phone inbound call notifications for users with client/app version 5.7.0 or higher. This has no effect on call notifications for external phone numbers or external Zoom Phone users.
Example (setting is enabled): Grant calls Marcy. Marcy misses the call and her call handling settings mean the call is forwarded to Carly. Carly's inbound call notification will display an additional line stating forward from Carly followed by Cary's extension number.
Example (setting is disable): Grant calls Marcy. Marcy misses the call and her call handling settings mean the call is forwarded to Carly. Carly's inbound call notification will not display an additional line stating forward from Carly followed by Cary's extension number.