If a caller calls a number that we have assigned to a DID and use for IVR routing, does that number pop up as the caller number? Every time we have someone call in their caller id shows a number of an internal user instead of the number they are calling from.

If they are calling a number and it is getting forwarded to us, do we need to setup that number in our external contact list in order for the caller Id to appear for that person?

Does the caller id only display the name of the caller if the phone number they are calling from exists inside of the People or External Contact list(s)?

What type of phone is being used?

This is not an answer but we are having the same issues with no name being displayed. Our Polycom VVX411 phones only show the city and phone number of the caller. Is there a setting we can change to display the name of the caller?