Troubleshoot - Caller ID Issues

Owned by Eric Ronhovde
Last updated: Aug 04, 2021

Description:

This article will show you how to do the following:

  • Check all of the places where Caller ID information can be set

This site can be used to query the national caller ID Databases to see what a companies # shows to others. https://www.calleridtest.com/

Methods:

 Outbound Caller ID wrong

Note: Official stance going forward on numbers that show up wrong to TMO customers is to encourage the company experiencing the issue to reach out to TMO using Twitter, Facebook messenger, or call 8009378997, and request to have their caller ID updated in their “number details tool”


https://calleridtest.com/ is a great tool to see what number is set to show from a number.


Since Outbound Caller ID can be set in multiple places, it can be difficult to determine where the problem is coming from.

  1. Start with Caller ID in SmartPBX.
  2. Ensure that a phone number is set.
  3. Set the Company Name, this is limited to 15 characters, including spaces.
  4. Click Save Changes.
  5. Next, find the number that shows up on caller ID when a call is made, search the number in Smart PBX > Numbers.
  6. Click the Gear icon for the number, and then click Caller-ID.
  7. Ensure that the name shown matches customer request, and then click Save Changes.
  8. Next, click Apps, and then select Callflows.
  9. Select User.
  10. Select the desired user from the left, ensure that the Caller ID Name is blank under Outbound Calls.
  11. Scroll down and click Save.
 Inbound Caller ID