Caller ID allows the recipient of a phone call to see the phone number or name of the caller before answering. However, caller ID works differently across carriers, devices, and phone numbers. This article explains the different types of caller ID, their limitations, and answers common questions.
In this article:
Types of Caller ID
- CID (Caller ID Number): Displays the phone number associated with the call. Within your Talkroute account, you can choose which of your virtual numbers appears as the caller ID when placing outbound calls using our apps or outbound dialing feature.
- CNAM (Caller ID Name): The text-based name that may appear with your phone number on the recipient's device. Talkroute can submit a CNAM record for your virtual number(s), which is then stored in national CNAM databases. The visibility of CNAM depends on the receiving carrier and their policies — Talkroute has no control over whether a CNAM dip is performed or how frequently it is refreshed.
- Call Header (SIP Header): When Talkroute connects calls with other VoIP providers, caller ID information can be passed directly in the call header. For inbound calls, if the originating carrier sends caller ID in the header, that information will display in your Talkroute call history. For outbound calls, Talkroute sends your account name in the call header — this cannot be changed on a per-number basis. If the receiving party's carrier uses header-based caller ID instead of performing a CNAM dip, they will see your account name rather than any per-number CNAM you've set.
- 3rd Party Apps and Internet-Sourced Names: Apps like Google, Truecaller, or Hiya may display caller names based on user-submitted or publicly available data. This display is not controlled by Talkroute and may not match the CNAM record we submit for your number.
Outgoing CNAM Limitations
Character Limit
Caller ID names are limited to 15 alphanumeric characters, a space, and a period. Special characters are prohibited, and the name displayed should be directly related to the individual or business. The name is typically presented in capital letters. Talkroute will submit your requested CNAM to the appropriate database provider, but we do not control how or when other carriers update or retrieve that information.
Caller ID Name Display
Some call recipients might see the correct name, while others may not see a name at all. This is largely due to differences in carriers, devices, numbers, and caller ID methods used.
In the US, CNAM data is stored in various databases managed by different service providers. A particular carrier is not required to look up a Caller ID Name or perform a CNAM dip. Even if the receiving carrier performs a CNAM dip, it may be infrequent. If a carrier has not performed a CNAM dip recently for a number, an old Caller ID name can be displayed.
Most mobile phone carriers do not dip CNAM for a caller ID name by default. Some mobile carriers offer CNAM as a separately paid add-on, while others rely on 3rd party applications and online sources to show a caller ID name.
Number Restrictions
Toll-free numbers use a separate standalone database compared to local US number CNAM. Carriers may not support or dip into this toll-free CNAM, which often results in displaying a generic name like "Toll-Free Call" or something similar.
CNAM services are generally not as widely available or standardized in Canada as in the US. Canadian carriers may not support CNAM at all, or the implementation may differ significantly. For calls between the US and Canada, the CNAM display can be unpredictable.
Rate Center and Locality Display
Carriers may display the rate center or locality of the caller's number instead of the CNAM. A number's rate center or locality is tied to the area code and prefix of a number (the first six digits) and cannot be changed.
Incoming Caller ID
Your incoming caller ID settings in Talkroute let you choose whether to display your Talkroute number or the caller's number when a call is routed to your personal device. On mobile and landline phones, only one number can display — your Talkroute number (default) or the original caller's number. Both will be logged in your Talkroute account history.
Talkroute does not perform CNAM dips for inbound calls. However, your mobile or landline carrier may perform its own CNAM lookup, depending on your phone plan or device settings.
Incoming ID as the Virtual Phone Number (Default)
By default, your virtual phone number displays for incoming calls routed to your devices. This helps you easily determine if the call came through Talkroute, since you would only see the caller's phone number if they dialed your device directly. This option is best if you use a phone for both personal and business calls.
If you have multiple virtual phone numbers, any of them can be selected for the incoming caller ID setting. You can set a contact on your device for the virtual phone number to more easily identify calls and, if your device allows it, set up a specific ringtone. You can always view the caller's phone number in your Talkroute call history after the call completes.
Incoming ID as the Caller's Phone Number
This option displays the caller's phone number for incoming Talkroute calls. If you use a landline or cell phone to receive the call, only the caller's phone number will show — not your virtual phone number. This option is typically best if you use a phone dedicated to receiving Talkroute calls.
If you use the Talkroute web or desktop applications, both the caller's number and your virtual phone number will display simultaneously.
For step-by-step instructions, see How to Change the Incoming Caller ID.
How to Request a Caller ID Name for Your Number
We can manually set CNAM for your Talkroute virtual phone numbers anytime outside of a trial period. Contact us at support@talkroute.com and include the virtual phone number(s), requested name(s), and the account number associated with the number(s).
Remember that CNAM is limited to 15 alphanumeric characters, a space, and a period. Special characters are not permitted and the requested name should be directly related to the individual or business. If names exceed 15 characters, only the first 15 characters will appear.
FAQ
Why doesn't my Caller ID name always display?
Differences in carriers, devices, phone numbers, and caller ID methods can all affect how caller ID is displayed. Talkroute can set a caller ID name upon request; however, we have no control over how carriers display caller ID name information to the receiving party.
Why does the recipient see my business name instead of my custom CNAM?
Some carriers — especially VoIP providers — use call header information for caller ID instead of performing a CNAM database lookup. Talkroute sends your account name in the call header for all outbound calls, which cannot be customized per number. If the recipient's carrier uses header-based caller ID, they'll see your account name regardless of what CNAM you've set for that specific number.
How long does it take for my new CNAM to show?
Most CNAM requests are processed within 24 hours. Once set, the caller ID name typically takes 2-4 weeks to appear. This timeframe is not guaranteed as it depends on how frequently the receiving carrier performs CNAM dips.
Can I have a different CNAM for each of my numbers?
Yes, we can set a unique CNAM for each virtual phone number you have with our service.
I recently got my virtual number. Why does it display a caller ID name not associated with me?
Most available phone numbers are not brand new and have been previously used by other carriers or subscribers. An old CNAM entry or online presence for the number likely exists. The caller ID name appearing this way may not be the same for all carriers or services depending on the lookup method. We can set a new CNAM entry for the number to replace the old name, but if the name is sourced from an online presence, then the caller ID name service would need to be contacted directly to request the change.
Can I change the CNAM if I set one already?
Yes, we can change the CNAM for a virtual phone number, even if it has already been set or changed previously.
Can I use a different number as the CID or CNAM?
You can have your CID appear as any virtual phone number under your Talkroute account. Unfortunately, we cannot display non-virtual phone numbers as the CID or set a phone number as the CNAM.
If I port my number to another service, does the caller ID stay with the number?
CNAM records may remain associated with your number when you port it to another provider. However, we recommend confirming and updating your CNAM settings with your new provider, as they control how CNAM data is stored or refreshed after the port is complete.
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