Hello PEC Community,

My team is looking for the process to change the Caller ID name displayed on a Toll Free Number when dialing an outbound call.  This is not a PEC function as it just sends out the digits and the CID name display is then populated by the end carrier.  There must be some centralized database that distributes the Caller ID name to those end carriers and so there must be a process to update that name.  Has anyone done this recently?

Thank you,

Paul
#Other/NotSure

------------------------------
Paul Rapoza
Genesys - Employees
------------------------------

Hey @Paul Rapoza,

Thanks for posting in the new community. Just curious if you are looking for existing Genesys Documentation or for Customers to share their thoughts?

Thanks,​​

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Original Message:
Sent: 07-24-2018 19:56
From: Paul Rapoza
Subject: Toll free number - Caller ID name change

Hello PEC Community,

My team is looking for the process to change the Caller ID name displayed on a Toll Free Number when dialing an outbound call.  This is not a PEC function as it just sends out the digits and the CID name display is then populated by the end carrier.  There must be some centralized database that distributes the Caller ID name to those end carriers and so there must be a process to update that name.  Has anyone done this recently?

Thank you,

Paul
#Other/NotSure

------------------------------
Paul Rapoza
Genesys - Employees
------------------------------

Hi Matt,

I'm looking for customer/community feedback as this is not a really a Genesys process and would not be contained in our documentation.  

Best,

Paul

------------------------------
Paul Rapoza
Genesys - Employees
------------------------------

Original Message:
Sent: 07-25-2018 14:28
From: Matt Lawson
Subject: Toll free number - Caller ID name change

Hey @Paul Rapoza,

Thanks for posting in the new community. Just curious if you are looking for existing Genesys Documentation or for Customers to share their thoughts?

Thanks,​​

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager

Original Message:
Sent: 07-24-2018 19:56
From: Paul Rapoza
Subject: Toll free number - Caller ID name change

Hello PEC Community,

My team is looking for the process to change the Caller ID name displayed on a Toll Free Number when dialing an outbound call.  This is not a PEC function as it just sends out the digits and the CID name display is then populated by the end carrier.  There must be some centralized database that distributes the Caller ID name to those end carriers and so there must be a process to update that name.  Has anyone done this recently?

Thank you,

Paul
#Other/NotSure

------------------------------
Paul Rapoza
Genesys - Employees
------------------------------

Hi Paul

Just so I understand your question, you want a process on how/where to go to change the outbound caller ID?
For example, we have a number of lines of business and each has their own specific toll name and number, but we're changing our company name soon, so will have to update it.
You just want how to go about doing that? Did I get the gist right?

Let me know

------------------------------
Monique Morel-Peseski
Linde North America, Inc.
------------------------------

Original Message:
Sent: 07-25-2018 14:31
From: Paul Rapoza
Subject: Toll free number - Caller ID name change

Hi Matt,

I'm looking for customer/community feedback as this is not a really a Genesys process and would not be contained in our documentation.

Best,

Paul

------------------------------
Paul Rapoza
Genesys - Employees

Original Message:
Sent: 07-25-2018 14:28
From: Matt Lawson
Subject: Toll free number - Caller ID name change

Hey @Paul Rapoza,

Thanks for posting in the new community. Just curious if you are looking for existing Genesys Documentation or for Customers to share their thoughts?

Thanks,​​

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager

Original Message:
Sent: 07-24-2018 19:56
From: Paul Rapoza
Subject: Toll free number - Caller ID name change

Hello PEC Community,

My team is looking for the process to change the Caller ID name displayed on a Toll Free Number when dialing an outbound call.  This is not a PEC function as it just sends out the digits and the CID name display is then populated by the end carrier.  There must be some centralized database that distributes the Caller ID name to those end carriers and so there must be a process to update that name.  Has anyone done this recently?

Thank you,

Paul
#Other/NotSure

------------------------------
Paul Rapoza
Genesys - Employees
------------------------------

​We set Caller ID display at the agent group level using Business Attributes.  This gives us flexibility to have many different TFNs and display names to suit different business needs.  This can be configured via Agent Setup or even GAX.

------------------------------
Bethany Han
Blue Cross Blue Shield of NC
------------------------------

Original Message:
Sent: 07-24-2018 19:56
From: Paul Rapoza
Subject: Toll free number - Caller ID name change

Hello PEC Community,

My team is looking for the process to change the Caller ID name displayed on a Toll Free Number when dialing an outbound call.  This is not a PEC function as it just sends out the digits and the CID name display is then populated by the end carrier.  There must be some centralized database that distributes the Caller ID name to those end carriers and so there must be a process to update that name.  Has anyone done this recently?

Thank you,

Paul
#Other/NotSure

------------------------------
Paul Rapoza
Genesys - Employees
------------------------------

I agree with Bethany
This is the easiest way to manage your toll free number, depending on which line(s) of business your agents need to identify themselves as.

** I find using agent setup is the easiest way to manage them

------------------------------
Monique Morel-Peseski
Linde North America, Inc.
------------------------------

Original Message:
Sent: 10-16-2018 09:34
From: Bethany Han
Subject: Toll free number - Caller ID name change

​We set Caller ID display at the agent group level using Business Attributes.  This gives us flexibility to have many different TFNs and display names to suit different business needs.  This can be configured via Agent Setup or even GAX.

------------------------------
Bethany Han
Blue Cross Blue Shield of NC

Original Message:
Sent: 07-24-2018 19:56
From: Paul Rapoza
Subject: Toll free number - Caller ID name change

Hello PEC Community,

My team is looking for the process to change the Caller ID name displayed on a Toll Free Number when dialing an outbound call.  This is not a PEC function as it just sends out the digits and the CID name display is then populated by the end carrier.  There must be some centralized database that distributes the Caller ID name to those end carriers and so there must be a process to update that name.  Has anyone done this recently?

Thank you,

Paul
#Other/NotSure

------------------------------
Paul Rapoza
Genesys - Employees
------------------------------

Agree with you Bethany.  We do it at the agent group level for most groups, but have certain teams where we drive this at the agent level.  All updated in Agent Setup.
Some display an Agent's first name along with our organization's name.

I asked AT&T to update our CNAM and they advised that it isn't possible for a TFN to have CNAM as TFN's are really inbound only.

When making an outbound a "shadow" number is actually being used and then its displaying the CallerID.

There is so much variability in the CNAM process and allowing the receiving carrier determine the CNAM is a nightmare to try to manage.

------------------------------
Austin Brigham
WHIRLPOOL CORPORATION
------------------------------

Original Message:
Sent: 07-24-2018 19:56
From: Paul Rapoza
Subject: Toll free number - Caller ID name change

Hello PEC Community,

My team is looking for the process to change the Caller ID name displayed on a Toll Free Number when dialing an outbound call.  This is not a PEC function as it just sends out the digits and the CID name display is then populated by the end carrier.  There must be some centralized database that distributes the Caller ID name to those end carriers and so there must be a process to update that name.  Has anyone done this recently?

Thank you,

Paul
#Other/NotSure

------------------------------
Paul Rapoza
Genesys - Employees
------------------------------

Has anyone found out how to change the CNAM (callerID Name) displayed to the receiving party?  We too have multiple CIDs defined depending on the line of business, agent group or Outbound Dialer campaign but they are only digits.  We wish to display a name (text) to the customer we are calling so they do not feel the call is spam and not take the call. 

From what I can gather from my research (if you can trust Google) is that the display on the receiving party's phone is determined by their end-point carrier. The only thing transmitted with a phone call in the U.S. is Caller ID (the telephone number).  If something other than Caller ID is displayed, it's coming from the receiving carrier.  The receiving carrier must do a database dip to get the CNAM but dips are not free, so not all carriers provide the service.  The huge challenge here is there is no central database used by all carriers providing CNAM and there are multiple vendors whose databases are of varying quality.   Does anyone know how to get on or update these databases? Is my carrier supposed to do this for me?

------------------------------
Davide Giglio
FCA US LLC
------------------------------

Original Message:
Sent: 07-10-2019 09:12
From: Austin Brigham
Subject: Toll free number - Caller ID name change

I asked AT&T to update our CNAM and they advised that it isn't possible for a TFN to have CNAM as TFN's are really inbound only.

When making an outbound a "shadow" number is actually being used and then its displaying the CallerID.

There is so much variability in the CNAM process and allowing the receiving carrier determine the CNAM is a nightmare to try to manage.

------------------------------
Austin Brigham
WHIRLPOOL CORPORATION

Original Message:
Sent: 07-24-2018 19:56
From: Paul Rapoza
Subject: Toll free number - Caller ID name change

Hello PEC Community,

My team is looking for the process to change the Caller ID name displayed on a Toll Free Number when dialing an outbound call.  This is not a PEC function as it just sends out the digits and the CID name display is then populated by the end carrier.  There must be some centralized database that distributes the Caller ID name to those end carriers and so there must be a process to update that name.  Has anyone done this recently?

Thank you,

Paul
#Other/NotSure

------------------------------
Paul Rapoza
Genesys - Employees
------------------------------

That company says they will not handle any 800 numbers in their FAQ's:



------------------------------
Austin Brigham
WHIRLPOOL CORPORATION
------------------------------

Original Message:
Sent: 08-15-2019 13:41
From: Kevin Brown
Subject: Toll free number - Caller ID name change

The problem is that only around 1/3 of carriers purchase updates from CNAM services.  So ultimately you don't have 100% end to end control.
However there are services that will address updates to CNAM on your behalf, so for those carriers who do purchase CNAM updates, your info will be correct.

I am not promoting this company, but their spiel is funny if it is true.
A Story of a Bad Caller ID Name and a Bad Man

Rather than provide an incomplete list, just Google it.

If there is anyone reading this who has recent positive experience with one of these services, feel to tack it onto this post.

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health

Original Message:
Sent: 08-15-2019 12:45
From: Davide Giglio
Subject: Toll free number - Caller ID name change

Has anyone found out how to change the CNAM (callerID Name) displayed to the receiving party?  We too have multiple CIDs defined depending on the line of business, agent group or Outbound Dialer campaign but they are only digits.  We wish to display a name (text) to the customer we are calling so they do not feel the call is spam and not take the call.

From what I can gather from my research (if you can trust Google) is that the display on the receiving party's phone is determined by their end-point carrier. The only thing transmitted with a phone call in the U.S. is Caller ID (the telephone number).  If something other than Caller ID is displayed, it's coming from the receiving carrier.  The receiving carrier must do a database dip to get the CNAM but dips are not free, so not all carriers provide the service.  The huge challenge here is there is no central database used by all carriers providing CNAM and there are multiple vendors whose databases are of varying quality.   Does anyone know how to get on or update these databases? Is my carrier supposed to do this for me?

------------------------------
Davide Giglio
FCA US LLC

Original Message:
Sent: 07-10-2019 09:12
From: Austin Brigham
Subject: Toll free number - Caller ID name change

I asked AT&T to update our CNAM and they advised that it isn't possible for a TFN to have CNAM as TFN's are really inbound only.

When making an outbound a "shadow" number is actually being used and then its displaying the CallerID.

There is so much variability in the CNAM process and allowing the receiving carrier determine the CNAM is a nightmare to try to manage.

------------------------------
Austin Brigham
WHIRLPOOL CORPORATION

Original Message:
Sent: 07-24-2018 19:56
From: Paul Rapoza
Subject: Toll free number - Caller ID name change

Hello PEC Community,

My team is looking for the process to change the Caller ID name displayed on a Toll Free Number when dialing an outbound call.  This is not a PEC function as it just sends out the digits and the CID name display is then populated by the end carrier.  There must be some centralized database that distributes the Caller ID name to those end carriers and so there must be a process to update that name.  Has anyone done this recently?

Thank you,

Paul
#Other/NotSure

------------------------------
Paul Rapoza
Genesys - Employees
------------------------------