Single Main Number Strategy:

Configuration:

• All extensions show same caller ID
• Main business number for all calls
• Consistent brand identity

Setup:

Default Caller ID: +15551234567
Caller ID Name: Acme Corp
Applied to: All extensions
Routes: All outbound routes

Benefits:

• Simple configuration
• Consistent branding
• Easy to remember for customers
• Single CNAM registration

Challenges:

• No way to identify specific caller
• All callbacks go to main number
• Difficult to track individual performance

Best For:

• Small businesses (< 10 people)
• Single-location operations
• General business use
• Centralized callback handling

Department-Based Strategy:

Configuration:

• Different caller ID per department
• Department-specific callbacks
• Better call tracking

Setup:

Sales Team (Extensions 1100-1109):
Caller ID: +15551234570
Name: Sales Dept

Support Team (Extensions 1200-1209):
Caller ID: +15551234571
Name: Support Team

HR Department (Extensions 1300-1309):
Caller ID: +15551234572
Name: HR Dept

Benefits:

• Callbacks go to right department
• Better call attribution
• Professional department identity
• Team-based tracking

Challenges:

• Multiple CNAM registrations needed
• More complex configuration
• Requires multiple DIDs

Best For:

• Medium businesses (10-50 people)
• Departmentalized operations
• Customer-facing teams
• Multiple service types

Individual Direct Lines Strategy:

Configuration:

• Unique caller ID per person
• Personal business identity
• Direct callback capability

Setup:

Extension 1000 (CEO - John Smith):
Caller ID: +15551234580
Name: John Smith

Extension 1101 (Sales Rep - Jane Doe):
Caller ID: +15551234581
Name: Jane Doe

Extension 1201 (Support - Bob Johnson):
Caller ID: +15551234582
Name: Bob Johnson

Benefits:

• Personal professional identity
• Direct callbacks to individual
• Better relationship building
• Individual performance tracking
• Privacy (personal business line)

Challenges:

• Expensive (DID per person)
• Complex configuration
• CNAM registration per number
• Management overhead

Best For:

• Executives and managers
• Sales representatives
• Customer success managers
• Consultants and professionals
• Anyone with frequent external contact

Dynamic Caller ID Selection:

Configuration:

• Intelligent caller ID based on context
• Matches called party's expectations
• Maximizes answer rates

Strategies:

Strategy 1: Local Presence

If calling 555 area code → Show +15551234567 (local number)
If calling 444 area code → Show +14441234567 (local number)
Result: Higher answer rate due to local caller ID

Strategy 2: Context-Based

If calling existing customer → Show their account rep's direct line
If calling prospect → Show department line
If emergency → Show main number with E911 address

Strategy 3: Time-Based

Business hours → Show department line
After hours → Show main line with voicemail

Strategy 4: Destination-Based

Local calls → Local area code number
Long distance → Main toll-free
International → Main office number

Implementation:

• Requires advanced routing rules
• Database integration for customer lookup
• Custom scripting
• API integration

Multi-Location Strategy:

Configuration:

• Different caller ID per location
• Geographic appropriate numbers
• Local presence

Setup:

New York Office (Extensions 1000-1999):
Caller ID: +12125551234
Name: Acme Corp NY

Los Angeles Office (Extensions 2000-2999):
Caller ID: +13235551234
Name: Acme Corp LA

Chicago Office (Extensions 3000-3999):
Caller ID: +13125551234
Name: Acme Corp CHI

Benefits:

• Local presence in each market
• Location-specific callbacks
• Better answer rates
• Geographic tracking

Advanced: Smart Routing

If calling 212 area code → Show NY number (+12125551234)
If calling 323 area code → Show LA number (+13235551234)
If calling 312 area code → Show Chicago number (+13125551234)
Default → Show HQ number

Best For:

• Multi-location businesses
• Regional offices
• Franchise operations
• National organizations

Caller Name (CNAM) Registration & Management:

Registration Process:

Step 1: Choose Numbers

• Select which DIDs need CNAM
• Typically main numbers and direct lines
• Cost: $5-25 per number (one-time or annual)

Step 2: Provide Information

• Business legal name
• DBA (Doing Business As) if applicable
• Number ownership proof
• Business verification documents

Step 3: Submit Request

• Contact trunk provider or CNAM registry
• Pay registration fee
• Submit required documentation

Step 4: Wait for Propagation

• 7-10 business days typical
• Some carriers faster than others
• Test across multiple carriers

Step 5: Verify Registration

• Call test numbers on different carriers
• Verify correct name displays
• Document verification date

Ongoing Management:

• Update if business name changes
• Re-verify annually
• Monitor for incorrect displays
• Respond to database errors promptly

Managing Spam Reputation:

What is Spam Scoring?

• Carriers rate numbers for spam likelihood
• Based on call patterns, complaints, volume
• High scores trigger "Spam Risk" labels
• Severely reduces answer rates

Spam Score Factors:

• Call Volume: Excessive calls per day
• Call Duration: Very short calls (robocall pattern)
• Complaints: Recipients mark as spam
• Patterns: Calling patterns similar to spam
• Reputation: Historical behavior

Preventing Spam Labels:

1. Register CNAM: Legitimate business name
2. STIR/SHAKEN: Enable call authentication
3. Call Frequency: Limit calls per number per day
4. Call Duration: Maintain reasonable call times
5. Consent: Only call those who consented
6. Opt-Out: Honor do-not-call requests immediately
7. Quality: Good customer interactions reduce complaints

Improving Spam Score:

• Reduce Volume: Spread calls across more numbers
• Increase Duration: Have substantive conversations
• Monitor Reports: Check spam score regularly
• Request Removal: Contact carrier spam departments
• Change Numbers: Last resort if unrepairable

Monitoring Tools:

• Free Carrier Lookup (check your number)
• First Orion Reputation Manager
• Neustar Caller ID Reputation
• Hiya spam database

Per-Call Caller ID Override:

Dial Codes (US):

Block Caller ID (Per-Call):

Dial: *67 + phone number
Result: Caller ID blocked for this call only
Display: "Private" or "Anonymous"
Use Case: One-time privacy needs

Unblock Caller ID (Per-Call):

Dial: *82 + phone number
Result: Caller ID shown even if blocked by default
Use Case: Override extension's privacy setting

Alternative Caller ID (if supported):

Dial: *65 + caller ID number + # + destination number
Result: Specify different caller ID for this call
Use Case: Show different number per call

Configuration:

• Enable feature codes in PBX
• Configure permitted extensions
• Set rules for which caller IDs allowed

Use Cases:

• Executive calling from assistant's phone
• Manager calling on behalf of different departments
• Special investigations
• One-time privacy needs

Advanced Caller ID Manipulation:

Number Manipulation Rules:

Add Prefix:

Outgoing Caller ID: 5551234567
Manipulation: Prepend +1
Result sent to carrier: +15551234567
Use Case: Convert to E.164 format

Strip Prefix:

Outgoing Caller ID: +15551234567
Manipulation: Strip +1
Result sent to carrier: 5551234567
Use Case: Provider requires 10-digit format

Number Translation:

Outgoing Caller ID: Extension number (1001)
Translation: Map to DID (+15551234567)
Result: DID sent instead of extension
Use Case: Convert internal to external number

PAI vs From Header (SIP):

• From Header: Displayed caller ID
• PAI (P-Asserted-Identity): Trusted identity for carrier
• Privacy Header: Privacy indicator

Carrier-Specific Manipulation:

• Different carriers may require different formats
• Configure per trunk if needed
• Test with each carrier

Regex Manipulation (Advanced):

Pattern: ^(\d{10})$
Replacement: +1$1
Effect: Adds +1 to 10-digit numbers

Incorrect caller ID showing?

Diagnostic Steps:

1. Check Extension Settings:

   • Go to extension configuration
   • Review outbound caller ID setting
   • Verify correct number assigned

2. Check Route Configuration:

   • Review outbound route caller ID
   • Verify route priority
   • Confirm route being used (check call logs)

3. Check Trunk Default:

   • Review trunk configuration
   • Verify default caller ID
   • Check if trunk overriding PBX setting

4. Test from Different Extension:

   • Dial from another extension
   • Verify if issue is extension-specific
   • Check if route-specific

5. Review Call Logs:

   • Check what caller ID was sent
   • Compare to what recipient saw
   • Check for carrier manipulation

"Spam Risk" or "Scam Likely" showing?

Immediate Actions:

1. Verify Number Ownership:

   • Confirm you own the number
   • Check it's not reported stolen/spoofed
   • Contact provider to verify

2. Reduce Call Volume:

   • Limit calls per number per day
   • Distribute across multiple numbers
   • Increase time between calls

3. Improve Call Quality:

   • Longer conversation durations
   • Higher answer rates
   • Positive customer interactions

4. Request Removal:

   • Free Carrier Lookup removal request
   • Contact major carriers (AT&T, Verizon, T-Mobile)
   • Submit verification documents
   • Allow 2-4 weeks for processing

5. Register Services:

   • CNAM registration
   • STIR/SHAKEN attestation
   • Brand verification

Long-Term Prevention:

• Monitor spam score regularly
• Maintain good calling practices
• Honor opt-out requests
• Build positive reputation

Only number shows, no business name?

Possible Causes:

1. CNAM Not Registered:

   • Most common cause
   • Name not in carrier databases
   • Solution: Register CNAM with provider

2. Registration Pending:

   • CNAM registered but propagating
   • Takes 7-10 business days
   • Solution: Wait and test again

3. Carrier Doesn't Support:

   • Some carriers don't query CNAM
   • Budget/prepaid carriers especially
   • Solution: Nothing you can do

4. Contact Override:

   • Recipient has you in contacts
   • Contact name displayed instead of CNAM
   • Solution: This is normal behavior

5. VoIP Provider Limitation:

   • Some VoIP providers don't support CNAM
   • Check provider capabilities
   • Solution: Switch providers or accept limitation

Testing:

• Test from phones on different carriers
• Test from numbers not in your contacts
• Wait full propagation period (10 days)
• Verify registration with provider

Provider rejecting caller ID?

Error Messages:

• "Invalid caller ID"
• "Caller ID not authorized"
• "Number not found"
• Call fails or caller ID replaced

Causes & Solutions:

1. Unregistered Number:

Cause: Trying to use DID not on your account
Solution: Use only your registered DIDs

2. Wrong Format:

Cause: Provider expects +15551234567, you send 5551234567
Solution: Adjust format (prepend +1)

3. Ported Number Not Updated:

Cause: Recently ported, database not updated
Solution: Wait 24-48 hours for database sync

4. STIR/SHAKEN Failure:

Cause: Caller ID authentication failed
Solution: Enable proper attestation with provider

5. Provider Policy:

Cause: Provider blocks certain caller ID formats
Solution: Check provider documentation, adjust config

Resolution Process:

1. Check provider requirements
2. Verify number ownership
3. Correct format issues
4. Contact provider support
5. Provide proof of ownership if needed