Distinctive Caller ID Name Overview

This topic describes what is Distinctive Caller ID Name, and an example of Distinctive Caller ID Name.

What is Distinctive Caller ID Name

Distinctive Caller ID Name allows employees to know where the incoming call is routed, and who is calling. Distinctive Caller ID Name is a string that will be displayed on employees' phones, which may include the followings (from the highest to the lowest):
  1. Contact name that is stored in Company Contacts directory or Personal Contacts directory.
    Note: If the extension user does not have permission to view Company Contacts, the contact name stored in Company Contact will not be displayed on the extension user's phone.
  2. Call feature name (the name of IVR, Ring Group, or Queue)
    Note: If an incoming call reaches an extension through multiple call features, the name of the last call feature will be displayed. For example, if a call reaches an IVR and then goes to a queue, the queue name will be displayed on agents' phones.
  3. Trunk DID/DDI name
  4. Caller Name (CNAM): CNAM is sent from the caller that displays the caller name or the caller's company name.
    Note: CNAM is configured by the caller's side.

An example of Distinctive Caller ID Name

Your company has a support team that is responsible for providing technical services for customers from China and America. The following settings are configured on your PBX to achieve your goal:

Queue
A queue named "Support" for support team.
SIP trunk
A SIP trunk with two DID numbers that are bound with their respective names.
Table 1.
DID Number DID Name
1258888 China
1256666 America
Assume that you have the following two contacts stored in your Company Contact directory.
Name Phone Number
Sunmy 5502222
Becky 5503333
When customers dial different DID numbers and reach the Support queue, the caller ID names displayed differently on agents' phones. The display priority of Distinctive Caller ID Name is as below:

{contact_name}: {queue_name}: {trunk_did_name}: {caller_name}

Note: If none of the above names are provided, the names will not be displayed.

Example:

  • Customer Becky dials 1258888 to reach the Support team and no Caller Name is sent from Becky, the caller ID name displayed is Becky: Support: China.
  • Customer Sunmy dials 1256666 to reach the Support team and no Caller Name is sent from Sunmy, the caller ID name displayed is Sunmy: Support: America.
  • Customer C dials 1258888 to reach the Support team and a Caller Name "Yeastar" is sent from customer C, the caller ID name displayed is Support: China: Yeastar