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Outbound Caller ID Name

If people you call are seeing your caller ID name (CNAM) being displayed as "Unknown", "City, State", the wrong name, or completely blank, please read the information below on possible causes and solutions.

How CNAM Works

When you place a call to someone, your caller ID name shows on their phone in one of two ways.

  1. The most common method is the phone carrier of the person that you called matches your phone number to a name in their database.
  2. The less common method is the carrier of the person you called actually uses the name that we send with every single call.

In both cases the name that the person you called sees on their phone is actually controlled by their carrier.

Why Your Caller ID Name May Not Display Properly

  • For most phone carriers, there’s a cost associated with either querying a 3rd party CNAM database or keeping their own CNAM database up to date. Some telephone carriers have almost immediate access to the most up to date CNAM information, while others may not have access to this information for several months or longer.
  • Matters are further complicated with carriers having different CNAM databases that do not all have the same data. Depending on the location and receiving carrier, certain people you call may correctly see your CNAM while others may not.
  • celito does not have any control over which CNAM database the receiving carrier uses or whether or not they use the name we send them, or a separate 3rd party database.
  • If a person or company has your phone number stored on their phone then the name can match locally on their phone and never query CNAM

Provisioning Outbound Caller ID Name

The celitoVoice support team provisions the CNAM for every celito-hosted number based on the name that was provided to us during your initial account setup and call flow. We provision your caller ID name through several carrier and caller ID providers. The provisioning process usually completes within 5 business days after you have ported over to celito. After this time, please allow at least 2 weeks for the CNAM information to propagate through various CNAM databases; however certain providers can take several months to begin showing.

Customizing your Caller ID Name

If you wish to change your caller ID name, please submit your request to celito support. The name is limited to 15 total characters, including spaces.

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