Why don’t cell phone users see the right Caller ID when I call them?

Problem

When a I make a call out from my Virtual Office extension to a cell phone user, the receiver does not see the caller ID settings as I configured them in Account Manager.

For example, a user sets their outbound information as Tom Smith calling from 4048675309 in Sandy Springs, GA. When Tom calls a cell phone user, the receiver’s cell phone reads only Georgia 4048675309 (and does not display a name).

Cause

The cell phone provider, manufacturer, or caller ID (CID) management app on the phone is not pulling (or “dipping”) from the central CNAM (Caller ID + Name) database, the industry-standard location for accurate CID records and information.

This database is where Elley Communications (and other providers) upload and maintain their users’ CID info. The upload portion of this leg is the only part Elley Communications can control.

An incorrect output on the call receiver’s end most often indicates that the receiver’s phone or service is not dipping from the central CNAM database, but instead an alternate (often cheaper) repository that determines CID output based on different parameters. Even if the carrier is utilizing the CNAM database, some simply make weekly or monthly copies of it. Because of this, it may take up to six to eight weeks for carriers to start displaying an updated name. Also, the cell phone user must be registered to view Caller ID through their phone service provider. Otherwise, this Caller ID name would from the contact information that they have manually saved to their phone.

Caller ID name is a “pull” process, meaning that the phone that is receiving the call has to pull the information and append the name or city. The actual phone number (not the name) is a “push” process, and is the portion controlled by Elley Communications.

Resolution

Cell phone providers typically offer the ability to pull the most accurate caller ID information from the central CNAM database as an additional paid service. There are also smartphone apps that will perform the same function. It is at the discretion of the cell phone user to engage these services to ensure they see the most accurate information when receiving a call.