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Frequently asked questions about caller ID in zoom app

ByCorporate Guider Home, Zoom

In a telephone system, caller ID shows the name and number of the person who is calling you. There are two parts to a caller ID:

  • There is an attached phone number to the caller ID number.

  • When a caller ID number is displayed, a name is displayed along with it.

How Zoom Phone works with caller ID and some common questions.

Phone users

How is the caller ID number determined on outbound calls from Zoom Phone?

Web portal, Desktop client or mobile app

Under the dial pad on Zoom Desktop Client and Zoom Mobile App, you can see your outbound caller ID number. View your available caller ID numbers by clicking the Caller ID menu:

In order to change the caller ID number for your outgoing calls, you will need to call one of the following direct numbers (if applicable):

  • You will be able to contact us directly

  • I have listed below the numbers of the companies in the same building (from which the main auto receptionist can be contacted directly)

  • In case you are involved in a call delegation setup, there may be some direct numbers belonging to the delegate (if you are a delegate).

  • You will be able to use direct numbers that are part of the shared line group to which you belong

  • If you are a queue member, here are the direct numbers that you can call (if you are a queue member)

Notes:

  • In the Zoom Phone admin console, you can control what options you are able to access in terms of outbound caller ID. In the event that you are not able to change your outgoing caller ID or do not see one of the options, please contact the administrator.

  • There is a display name that appears above each phone number in order to allow you to easily identify that number. This is not the name that appears on the caller ID screen of the party receiving the call.

  • It is possible for someone else to assign you to make and receive calls on their behalf, which means that you will see their name before you when you call outbound to an external number, but this is not the same name that appears on your caller ID if you call outwards to an external number.

  • Using Zoom Phone’s web portal, you can set a default caller ID number that will appear when someone contacts you for the first time. Look for the option that says Outbound Caller ID in the caller identification settings. Each number is displayed with a display name in order to assist you in identifying the number that is displayed. In other words, it is not what is displayed on the recipient’s caller ID.

  • Unless you have a number you can directly dial in the dialing process or your organization has only one telephone number, you won’t be able to use the Caller ID drop-down menu.

Desk phone

It is possible to set the caller ID in the Zoom web portal for outbound calls by using the keys and positions settings. It is not advisable to use the phone’s interface to set the outgoing caller ID of a call.

In order to change your caller ID number (if you are eligible to do so) you may do so by calling the following direct numbers:

  • Direct contact numbers of your own

  • Numbers of companies

  • In case you are involved in a call delegation setup, there may be some direct numbers belonging to the delegator (if you are a delegator).

How is the caller ID number determined on outbound SMS messages from Zoom Phone?

The only number that can be used to send SMS messages by default is the direct phone number that you have been assigned. Sending SMS messages through call queues, auto receptionists, or other phone numbers associated with your call queues is possible if you have been enabled to do so by your admin.

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

It is up to the Zoom Phone admin to determine what the caller ID name will be on outbound calls.

Notes:

  • It should be noted that the name of the caller ID can only be used for US and Canadian phone numbers.

  • When a US/CA toll number is dialed, Zoom Phone will try to apply the caller ID name to the number. In order to provide this service, we are making every effort to do so with certain limitations. Toll numbers will be assigned a caller ID name regardless of what technical criteria are used when a caller ID name is specified for a toll number.

  • Caller ID names are applied to all organizations or sites within an organization. For individual phone users, the caller ID name cannot be changed in the admin panel.

  • A user of a mobile phone can hide the name and number of the caller on their caller ID.

Normally, in the United States, the name of the caller ID displayed to the party receiving the call is determined by the telephone company that is receiving the call, and not by the telephone company that is placing the call. An incoming caller ID number is matched with the caller ID name in a database maintained by the phone service that receives the call, based on the number ingested and the caller ID number. It is the receiving phone service’s responsibility to match the number with a caller ID name when a caller ID number is sent to them, so you can say that in the US only the caller ID number is sent.

There is a possibility that this might not work the same way in every country.

How do I hide my caller ID name and number?

The following are two ways in which you can hide the caller ID of your phone:

  • Before you make a call, choose Hide Caller ID from the drop-down menu.

  • You can hide your caller ID by dialing the DTMF code before dialling the number in order to hide your caller ID.

In the receiver’s view, UNKNOWN or ANONYMOUS will appear on the screen (the caller ID number will not be displayed).

Note: In some countries or regions, hiding your caller ID may not be an effective tactic for hiding your identity.

Desktop client or mobile app

When you are on the dial pad, you will be able to see the Caller ID menu below the dial pad, then you will be able to choose Hide Caller ID to hide the number displayed.

Desk phone, desktop client, or mobile app

Dial *67 before you dial a phone number, then place the call.

Web portal

When using the Zoom desktop client, your caller ID can be hidden by default using the Zoom web portal. You can hide your caller ID by selecting Hide Caller ID from the Outbound Caller ID menu in your phone settings.

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

Depending on the country and telephone services that handle incoming and outgoing calls, the reliability of caller ID name delivery varies.

Using a caller ID name database, the receiving carrier or phone service matches your caller ID number. It may be expensive for some phone service providers to maintain these databases, so they may not provide updated caller ID names. This may result in an outdated name appearing on the receiving party’s caller ID.

The carrier of the receiving party must support caller ID names if you’re calling a mobile number. Receiving parties will only see your caller ID number if the carrier does not support caller ID names.

A caller ID name may also have the following limitations:

  • Outbound caller ID numbers selected as toll-free do not display (only caller ID number appears).

  • The maximum number of characters includes spaces is 15

  • If you specify uppercase letters in Zoom Phone, all uppercase letters display

  • Special characters are not allowed

In addition, your recipient’s caller ID might be displayed differently than you have set up in Zoom due to a third-party caller ID app that they’re using. If you would like more information, please contact the third-party service.

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

A caller ID name for external phone numbers is determined by an external service that Zoom Phone uses as a caller ID name.

It is recommended that you contact your third-party carrier or service provider if you are experiencing problems with the caller ID name of an external phone number that is not displaying correctly.

Note: The display name of the synced contact that has the external phone number will appear instead of its caller ID name in Zoom Phone if the synced contact has the external phone number in it. You can find out more about incoming call notifications in our article about incoming calls.

How does caller ID work for outbound calls to other Zoom Phone users?

Same organization

The Zoom Phone user’s profile name/picture and extension number will appear in the call notification to the other person if you’re making a call to another Zoom Phone user who belongs to the same organization.

Note: You should note that the name and extension of your Zoom profile are different from the name and number displayed on caller IDs that are displayed on external numbers for your organization.

External Zoom contact

It is important to note that Zoom Phone will display your organization’s caller ID name for the receiving party if you are trying to make a call to an external Zoom contact using Zoom Phone, along with your phone number for the receiving party (your company or personal number). With both parties using Zoom Phone, the organization’s telephone number will appear correctly on the receiver’s caller ID screen. This is because both parties are using Zoom Phone.

How does caller ID work for transferred or forwarded calls?

A caller ID name and number will be visible to the recipient if your call is transferred or forwarded to an external number. The caller ID of the party whom the call is being forwarded or transferred to will not be visible to them.

You can see more details about what is displayed in the list of inbound call notifications if you transfer or forward calls to an internal Zoom Phone user.

What caller ID do I see for inbound calls?

If you would like to learn more about how your caller ID is displayed for incoming calls, please refer to our article on incoming call notifications.

How does caller ID work in Canada?

The majority of carriers in Canada, as opposed to the US, do not use caller ID databases to identify callers. In addition to the caller ID number, the caller ID name is also passed from the originating phone service to the receiving telephone service.

In this way, the receiving party’s phone service or carrier does not need to search through a caller ID name database to find out who placed the call, since they have the caller ID number stored locally. As far as I know, most Canadian carriers do not subscribe to the caller ID name databases that are available in the country.

Why do I see a check mark icon in the inbound call notification?

Checkmark icons can also be known as caller verification icons since they display the status of the caller. As a result, you are able to identify spam calls and robocalls more easily.

Admins

How do I change my organization’s caller ID name?

Zoom Phone admins can change the caller ID name of their organization on Zoom’s web portal if they are administrators of the Zoom Phone. It is possible for admins to change the name associated with the caller ID if they have multiple sites.

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

There is a delay in the change to the caller ID name of the organization if the Zoom Phone admin changes it in the Zoom web portal. In order for Zoom to make the change, you should allow between 24 and 72 hours.

For your new caller ID name to take effect, however, you need to make sure that the phone service or carrier of the receiving party updates their database of caller ID names to make sure that your new name appears on the receiving party’s caller ID. In this manner, some people can see the new name of the caller ID, whereas others can see the old name of the caller ID. There are some carriers who rarely update their caller ID names database since it is expensive to do so, so it may take weeks for your new caller ID name to be reflected on all carriers because updating callser ID names database costs them money. It usually takes around three weeks for external companies to update the new name of the caller ID for their external services once it has been modified.

How do I control which outbound caller ID numbers phone users can select? (admin)

  1. Log into Zoom’s web portal by entering your username and password.

  2. Select Phone System Management from the navigation menu and then click Company Info from the drop-down list.

  3. Depending on whether you have more than one site, you may want to choose one of these options:

    • If you enabled multiple sites:

    • If you want to edit the site, select the name of the site and then click on the Settings tab.

    • If you disabled multiple sites: Click Account Settings.

  4. The following settings can be changed in the Outbound Caller ID section.

    • Additional Outbound Caller ID for User: You can control the number of outbound caller IDs that your phone users can see. To enable or disable these options, simply click the check box next to the option you wish to use

      • Call Queue Numbers (For Call Queue members): The ability to select direct numbers from a call queue associated with a member should be provided.

      • Auto Receptionists Numbers (For all users under this site): It would be helpful to allow all telephones on the same site to be able to access direct numbers assigned to auto receptionists.

      • Shared Line Group Numbers (For Shared Line Group members): Give members of shared line groups the option of selecting direct numbers from their shared line groups.

    • Customize Numbers: When the Add button is clicked, you will be able to set up a phone auto attendant, call queue, or shared line group so that all phone users can select direct numbers associated with that number.

    • Show Outbound Caller ID for Internal Calls: Displays the direct number of an internal call from a call queue or an auto receptionist for inbound calls. The receiver of an internal extension dialled by a user who selected an auto receptionist or call queue number as caller ID will see the selection of outbound caller ID when the call is answered by an auto receptionist. The extension number will only be shown in call notifications if this setting has been disabled.

How do I show the user that last transferred or forwarded the call?

  1. You can access your policy settings by clicking on this link.

  2. The option Show the user who last transferred the call can be selected or cleared under Set caller ID viewing preferences for redirected calls.

Whenever an inbound call is sent to Zoom Phone, the inbound call notification displays the last extension that transferred or forwarded the call if a call is forwarded due to the call handling settings for the same extension.

  • Receptionist at an auto dealership

  • Queue of calls

  • Groups of lines that are shared

  • User of the phone (settings related to call handling or blind transfer of calls)

  • Using Zoom Rooms

  • Phones in common areas

  • Pick up of group calls

Note: This will only affect Zoom Phone users who are using the client/app version 5.7.0 or higher in order to receive inbound call notifications. Call notifications for outside phone numbers or users of Zoom Phone who are external to Zoom Phone will not be affected by this change.

Example (setting is enabled): Marcy is contacted by Grant. In Marcy’s case, the call is missed, and because of the call handling settings in her phone, it is being forwarded to Carly. In Carly’s inbound call notification, you will see an additional line stating that the inbound call is being forwarded to Cary, followed by Cary’s extension number.

Example (setting is disable): Marcy receives a call from Grant. As a result of Marcy missing the call, the call is forwarded to Carly by Marcy’s call handling settings. A notification stating forward from Carly as well as Cary‘s extension number will not be displayed on Carly’s inbound call notification.

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