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CNAM and Toll Free Numbers
8x8 Support

CNAM and Toll Free Numbers

Question

Why doesn't my Toll Free number display the caller ID name I have requested and set up?

Applies To

  • Toll Free numbers
  • Account Manager
  • Configuration Manager
  • Virtual Contact Center
  • Virtual Office

Answer

Toll-Free numbers Caller ID Name is not handled the same way, industry-wide, as non-Toll Free numbers are.

With a non-Toll Free number, there is a tag (known as a Destination Point Code or DPC) on the number so the receiving phone carrier knows which National CNAM (short for caller name) database to pull the Caller ID from.

Toll-Free numbers do not have a tag, so the receiving phone carrier cannot get a Caller ID from any sort of external database like they can for local numbers. Carriers must use their own database may not have an entry for the number which often can result in the Caller ID Name displaying only something generic such as "Toll Free Caller".

Additional Information

See, How does Caller ID work?

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