| Does Callcentric support inbound Caller ID? |
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Yes Callcentric does support inbound caller ID. You will receive the incoming Caller ID for the user calling you/incoming call as long as your user agent (UA) supports receiving caller IDs.
NOTE: Callcentric does not support or guarantee the delivery of international caller ID. If you are able to receive international caller IDs for some time and then are suddenly not able to then there is nothing we can do in this scenario.
In general this ability to receive international caller IDs is usually because of equipment configuration/policies on the carrier side. The carrier may at anytime decide to upgrade their equipment removing these abilities, which are not guaranteed in any way, or may change their policies, to prevent delivery of this information.
In short there is nothing we can do to guarantee or provide the delivery of incoming international caller IDs. |
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| Does Callcentric support outbound Caller ID? |
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Yes Callcentric does support outbound Caller ID. By default you will send out the standard Callcentric caller ID, 19294447689, number on your outbound calls.
Once you add or port a number to your account you will be able to send out a different Caller ID by selecting the number in your Extension Settings. To update your outbound Caller ID Number, click on the EXTENSIONS menu in the MyCallcentric Account Portal, choose the line (Extension) that you would like to update the outbound Caller ID for and click the "Modify" link. When you are re-directed to the Settings page for the Extension that you have chosen to modify, you can adjust the Outbound Caller ID number via the "Caller ID Settings" drop-down menu.
*The caller ID selected in your preferences will always be sent on your outbound calls, unless you send your outbound caller ID selectively.
NOTE: Callcentric does not support or guarantee the delivery of international caller ID. If you are able to send international caller IDs for some time and then are suddenly not able to then there is nothing we can do in this scenario.
In general this ability to send international caller IDs is usually because of equipment configuration/policies on the carrier side. The carrier may at anytime decide to upgrade their equipment removing these abilities, which are not guaranteed in any way, or may change their policies, to prevent delivery of this information. |
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| How do I verify my non Callcentric Caller ID? |
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*IMPORTANT NOTE: We do not support using third-party toll free numbers for outbound CallerID purposes on calls placed via our service.
Verifying your non Callcentric Caller ID is simple. To do so, please follow the instructions below:
To verify a US/Canada Number: Open a Trouble Ticket on your Callcentric account asking to get your US/Canada number(s) verified.
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To verify an International Number: - Please place a call, with your caller ID unblocked, from each of the International lines/numbers you would like to use as an outbound caller ID to 1-866-346-0222. You will hear an error message then hang up.
- Open a Trouble Ticket on your Callcentric account asking to get your International Number(s) verified.
Include within the trouble ticket the International Numbers you would like added on your account, and the approximate date, time, and time zone you placed the verification calls to the Toll Free number listed above. Once we verify that we have received your calls for the listed numbers we will add those numbers as verified numbers on your account and update your ticket.
Once we have properly verified your numbers and updated you, you can then begin using these caller IDs by setting your desired caller ID in your preferences, or by sending them out selectively. |
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| How do I enable or disable inbound CNAM on my account? |
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To enable or disable CNAM on your Callcentric account is simply. To do so:
- First login to your Callcentric account, if you haven't done so already
- Then click on PREFERENCES from the navigation menu
- Click the edit link for the Caller ID with Name option
- Select your desired setting from the options available
- Click SAVE to save your changes
Thats it! You will now be able to receive the names of the people calling you. |
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| How does outbound CNAM work? |
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The Caller ID Name which populates on the receiving end of an outbound call that you place is handled entirely by the Phone Service Provider of the individual on the receiving end of the call. This lookup is done using the number callerID you use for your outgoing call. This can be set for each extension on your account.
Some providers make a fresh query to the centralized LIDB (Line Information Database) on a per call basis and other providers use "cached" results which over time can become "stale". For example, if the provider that is receiving the outbound call is not querying the centralized LIDB on incoming calls or is using "cached" or "stale" records from said database the Name Displayed on your call may be incorrect.
With this in mind, while Callcentric does provide "good faith" support for outbound CNAM and does take responsibility for updating the appropriate databases each week/month; We cannot take responsibility for how a third-party provider delivers your Caller ID Information on the receiving end of an outbound call from your Callcentric Service. |
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| Does incoming CNAM override the entries in my Callcentric phonebook? |
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If the number calling you is already entered in your Callcentric phonebook then the CNAM entry for that number will not be delivered to you. Instead the value in your Callcentric phonebook will be sent on the inbound call.
So for example if CNAM is displaying "Jane Smith" for the number 1-212-555-0100; if you enter this number into your Phone Book with the name "Mom", "Mom" will appear as the Caller ID Name for incoming calls from 1-212-555-0100. |
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| Can I select which caller ID/phone number is sent on my outbound calls? |
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NOTE: You will NOT be able to use a non Callcentric toll free number as your outgoing caller ID due to FCC regulations. No carrier will accept a toll free caller ID which does not match the actual carrier and owner of said toll free number.
Yes you can select the caller ID you wish to send out per call. Callcentric supports the ability to send one of the caller IDs on your account, instead of only the default one, on each outbound call. This feature primarily applies to business customers and customers running their own IP PBX system. If you do not wish to send out a different caller ID per call then setting your default caller ID in your preferences should be sufficient for you.
Using this feature you may include the caller ID number to send on your outbound call within the SIP (Session Initiation Protocol) INVITE call setup message.
You may pass caller ID numbers for DID's already on your Callcentric account; and you may also pass a caller ID number for number(s) that do not belong to your Callcentric account (such as a cell phone) once you have verified those numbers with us.
This feature is generally useful if you have many extensions behind an IP PBX and wish to pass a unique caller ID (such as the DID) for each extension. It is only available for sending caller ID of numbers in Country Code 1 which includes the USA, Canada, and some other countries primarily in the Caribbean.
NOTE: If you want to pass the caller ID of a number NOT on your Callcentric account you will first need to get your number(s) verified.
To send the caller ID number of a DID on your account or an already verified number within the SIP INVITE message of an outbound call you will need to have your user agent (UA) attach any of the following headers from highest priority to lowest priority, which are supported by most IP PBX's (check your vendor's documentation for support), to your outbound calls:
REMOTE-PARTY-ID
P-ASSERTED-IDENTITY
P-PREFERRED-IDENTITY
When we receive an outbound call from your UA with any of the above headers, and that header includes a caller ID number that is a DID on your account OR has been verified on your account we will pass that as the outbound caller ID for that call; over-riding any settings in your Callcentric account preferences. |
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| Can I send an anonymous Caller ID? |
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While you can send out an "anonymous" call it should be noted that the calling person will still receive a caller ID, 19294447689, on the received. This is required for compliance with US laws and regulations.
To send an anonymous call simply dial *67 followed by the number you wish to dial.
Example: *6717771234567, this places an anonymous call to our Tell Me test service.
You may also change your default caller ID in your preferences to your 1777 number. As the 1777 number is not a standard number it cannot be sent as your outbound caller ID and will be replaced with the 19294447689 number. |
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| Can I select which CallerID to send out for each extension? |
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You can easily select the outgoing callerID for each extension on your account. This will affect calls going to other Callcentric accounts, SIP URIs and the PSTN. Calls between extensions on the same account are handled differently.
To select the outgoing callerID for an extension:
- Login to your My Callcentric account
- Click on the EXTENSIONS link in the navigation menu
- Click Modify for the extension you would like to edit
- Now select the Caller ID to send: value you want for this extension
- Once you are done click Save
NOTE: When you select your 1777 number a default callerID will be sent out for your outgoing calls. |
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| Does Callcentric support outbound CNAM? |
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Yes, Callcentric does provide "good faith" support for Outbound CNAM at no additional charge. When you open an account with inbound services and/or use our CNAM Update Tool (via the My Callcentric Portal), we will submit your CNAM information to the appropriate third-party Caller ID Record Databases (LIDB, etc).
We submit customer update requests daily via an automated process and generally speaking once your update is submitted, there typically is a lead time of 3-4 weeks +/- before you will see results on your outbound calls (as other providers will need to update their records).
You may also configure CNAM on a per number/DID basis using the CNAM Update Tool. |
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| Does Callcentric support inbound CNAM? |
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Yes, Callcentric does officially support CNAM for inbound calls.
NOTE: Inbound CNAM is delivered on an as is basis. We do not guarantee that the information received will be 100% accurate at all times. For better CNAM consistency on incoming calls please add these numbers to your phone book..
CNAM information including the callers' name (when available) will be presented on incoming calls. When the caller name is unavailable, the city and state will normally be listed. CNAM information is available for incoming calls that contain a Caller ID Number from the United States and Canada. CNAM information is presented in the following locations:
- Inbound calls to your phone
- In your Calls Received list on the My Callcentric Dashboard
- In your Call History reports within My Callcentric
- In your Voicemail messages box on the My Callcentric Dashboard; and in Voicemail email and text alerts
- In your Fax received box on the My Callcentric dashboard; and in Fax email alerts.
CNAM is available to all Callcentric customers for any paid phone numbers on your account; including all of our North America phone number products:
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| Can I use a custom Caller ID or name for extensions on my account? |
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Yes you can. When placing calls between active extensions, the Internal Name you specify in the Internal Calling Ext. Name: field for each extension will appear on the receiving extension's phone.
The name you enter:
- Can be up to 30 total characters
- Can contain only alphanumeric characters: Aa-Zz, 0-9, spaces, periods, underscores (_) and hyphens (-)
- Will only be delivered to other extensions on your account
- Will not be delivered to calls to the PSTN or other Callcentric accounts
Please keep in mind that some phones/devices may have internal limitations which may prevent a 15+ character name from fully displaying.
The Internal Calling Ext. Name can also be used for account management purposes in order to easily identify the exact use of a specific extension; as this friendly name will show on the various account management pages within the My Callcentric Portal.
If you do not enter an internal name for your Extension, than your internal calls will display on the receiving end in the following format: Extension 1XX
NOTE: This will not affect any calls to the PSTN and only the Caller ID to send: value for this extension will be delivered for calls outside of the Callcentric network. |
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| Does Callcentric automatically update my outbound CNAM when I sign up for inbound services? |
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Yes, when you sign-up for inbound service with Callcentric, your Caller ID information is automatically Uploaded to the appropriate third party Caller ID record databases (LIDB, etc). This information is parsed from the contact information that you placed on file for your account.
The information used to update the CNAM for your inbound services is obtained from the Company Name or First/Last Name Fields on your account, using the following hierarchy:
- Company Name
- First/Last Name
For more information on how CNAM works please read the information here. |
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| Can I configure outbound CNAM on a per number basis? |
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For customers who have multiple DIDs on a single account that would like to set specific CNAM Names on a per number basis, we have created a CNAM Update Tool which can be accessed when logged into the My Callcentric Portal.
To access the CNAM Update Tool:
- Login to your My Callcentric account
- Click on the PREFERENCES link in the navigation menu
- Click CNAM tab
- Now edit the CNAM values for your desired numbers
- Once you are done click Save for each number to save your changes
Be sure to use the help ( ) icons to assit you with configuring your CNAM information.
Remember that CNAM updates can take at least 3 weeks to complete. For more information on how CNAM works please read the information here. |
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| When using the CNAM update tool; what format should I submit my outbound CNAM information in? |
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When updating your Caller ID Information via our CNAM Update Tool, you must identify whether the number is for a business or for personal use.
Personal Numbers: For numbers that are identified as being for "personal" use, there is a 2 character minimum for BOTH the First and Last Name fields.
Business Numbers: For numbers that you identify as being for "business" use, there is a 2 character minimum for the Business Name field.
*Please note that while we submit CNAM Updates in case sensitive format; we cannot guarantee that they will populate on the receiving end in case sensitive format in any/all instances.
**Identifying your number as "business" or "personal" is SOLELY for name formatting/submission purposes in relation to our CNAM Update Feature and will not affect your account in any other way.
***In order to prevent fraud/abuse, your account is limited to a maximum of 3 CNAM Update requests per number (via our CNAM update tool), before this functionality becomes locked on your account.
****Please also note that while we will submit CNAM Update(s) in the same format that they are entered in the MyCallcentric Portal, this name may be updated/truncated by the databases that we are submitting the update request(s) to; so that they conform to the 15 character industry standard.
For example: "Calibration Industries" would become "Calibration Ind" |
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| Does Callcentric support outbound CNAM for Canada numbers? |
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Yes, Callcentric does provide "Good Faith" for support outbound CNAM with Canadian DIDs at no additional charge.
Please note that while Callcentric does provide "good faith" support for outbound CNAM and does take responsibility for signaling the underlying provider used for the outbound call; we cannot take responsibility for how a third-party provider delivers your Caller ID Information on the receiving end of an outbound call from your Callcentric Service. |
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| Does Callcentric support inbound CNAM from Canadian numbers? |
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Yes, Callcentric does provide support for inbound CNAM from Canadian numbers.
When an inbound call is received from a Canadian Provider we first check to see if CNAM information is being sent directly from the carrier sending the call. In instances where the provider sending the call DOES NOT send the CNAM information via signaling; we perform a real-time query to the centralized LIDB and populate the CNAM information via the results from said query. |
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| Are there any restrictions when configuring outbound CNAM for my numbers? |
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| Yes there are. You must use only valid CNAM information and you CANNOT use the names of Government Agencies, Business Names that you are not authorized to use, obscenities, offensive names, slander, etc... Customers' who do not comply with the above detailed parameters are subject to an account review which can potentially lead to an immediate suspension or cancellation of services. |
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| How can I test what caller ID is being sent out from my Callcentric phone? |
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There are a few ways to do this:
- If you have another Callcentric number, call it and you will see the caller ID being sent
- Call to a traditional PSTN number that has caller ID service. Please note that while this should always work within the USA and Canada, calls to international numbers may or may not show accurate caller ID depending on the carrier the call uses to get to its final destination
- Try calling 1-800-444-4444 which will repeat back to you your Caller ID. Please note calling charges will apply
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