Outbound Calling - Call ID

[laurafv]

Hi there,

I recently installed the outbound call feature and made some tests by calling various individuals randomly. Some people received the calls displaying "Unknown," while others could see the number or contact from which they were receiving the call.

How can I ensure that the caller ID is always displayed for all recipients? It's crucial for the call's credibility and ensuring that individuals are more likely to pick up. Any insights or guidance on resolving this matter would be greatly appreciated.

Thank you!

[person2]

For outbound calling, the Call ID is typically the phone number that appears on the recipient’s caller ID when you make a call. To ensure the correct Call ID is displayed:

1. Configure Caller ID Settings: Check your telephony or VoIP system settings to customize the displayed phone number. Most platforms allow you to set a specific number as the outgoing Call ID.
2. Verify Number Ownership: Some providers require verification of ownership before allowing a phone number to be set as the Call ID.
3. Use a Recognizable Number: Choose a number that your recipients can easily recognize, such as your business's main contact line.
4. Compliance with Regulations: Ensure the displayed number complies with local regulations to avoid being flagged as spam.

If you encounter issues with Call ID settings, contact your provider's support team for assistance. Provide them with the phone number you wish to use as the Call ID for efficient troubleshooting.

[RFlow]

Hi @laurafv,

Thank you for bringing up this issue. Ensuring that the caller ID displays correctly is indeed essential for call credibility and improving answer rates. The visibility of the caller ID depends on a few factors, and here are some steps to help you resolve this:

1. Verify Caller ID Configuration: Ensure that the phone number you're using for outbound calls is properly verified and registered within your call management system. This step ensures that the number is recognized by carrier networks.

2. Check with Your Provider: Some carriers may block or mask caller IDs under certain conditions, such as unregistered numbers or due to privacy regulations in specific regions. Confirm with your service provider that the phone number is set up to display correctly on all outbound calls.

3. Local and International Settings: If you're calling recipients in different countries, ensure that the phone number is formatted according to international dialing standards. This can prevent it from appearing as "Unknown."

4. Test with Different Numbers: If you have access to multiple outbound numbers, test calls with each one to identify if the issue is isolated to a specific number.

5. Ask Recipients to Check Their Devices: In some cases, the recipient's phone settings or carrier restrictions may block the display of caller IDs.

If you continue to face issues, I recommend reaching out to your service provider with specific details, such as the phone number used and the region you're calling. They can help investigate and resolve any underlying technical or configuration problems.

Let us know if you need further assistance!

Best regards,
Team RFlow

[trevordjones · Accepted solution]

Hi @laurafv ,

I'm sure this is probably very frustrating!  I worked in the telecom industry for 30 years before switching to the marketing space and can tell you from experience that there are many factors that can impact calling number delivery, espeically when working with IP voice services.

While digging into your issue, I found this FAQ which may be helpful to you. It describes things pretty accurately in my experience. It provides some tips for alleviating this issue, including switching to a third party calling integration.  HubSpot uses Twillo for its servcie, its possible that getting your own Twillo account would also help with getting more consistent Caller ID delivery.  If nothing else, you'd have the ability to reach out directly to the voice service provider.