Frequently asked questions about caller ID in zoom App

This post was most recently updated on July 23rd, 2022

Your name and phone number are displayed as part of the Caller ID feature of your phone system. Your name is displayed as part of the Caller ID:

  • In caller ID, the number associated with the caller is displayed.
  • The name that appears with the caller ID number is known as the caller ID name.

We have compiled some frequently asked questions about Zoom Phone’s caller ID.

Phone users

How is the caller ID number determined on outbound calls from Zoom Phone?

Web portal, Desktop client or mobile app

In the Zoom Desktop Client or Zoom Mobile App, your outgoing caller ID number can be seen below the dial pad. You can display your available numbers by clicking the Caller ID menu:

The following direct numbers (if applicable to you) can be entered into your outgoing caller ID number (if applicable):

  • Direct numbers of your own
  • Using the same auto receptionist in the same location (addressed to the main company number at the same facility)
  • If you are a delegate in a call delegation setup, you’ll receive direct numbers that are assigned to you by the delegator
  • Your shared number group that you are a member of has direct numbers related to it
  • If you belong to the call queue, here are your direct numbers

Notes:

  • In Zoom Phone, the administrator has control over which options have access to the outgoing caller ID feature. You can contact the administration if you are not able to find one of the options or if you are unable to change the number you are calling from.
  • You can identify each of these numbers by looking at the display name above each one. Please note that this is not the name displayed on the caller ID display to the recipient.
  • When you are assigned to receive and make calls on behalf of someone else, you will see their name as the caller ID name for outgoing calls, but it isn’t the name displayed on the shared lines for calls to external numbers.
  • By going to the Zoom Phone settings on the Zoom Portal, you can set your default caller ID number. You’ll find it in the Outbound Caller ID section. For each number, you can see the display name next to it, so you can identify the number more easily. However, this is not the display name that appears on the caller ID of the recipient.
  • If your organization does not have any direct phone numbers or if you only have one company number, your Caller ID drop-down menu will be unavailable.

Desk phone

The Zoom web portal allows you to set your outbound caller ID using the settings for keys, positions, and keyboard shortcuts. Using the phone’s interface is not the way to set the caller ID for outgoing calls.

The following direct numbers can be changed as your caller ID number (if applicable):

  • Direct numbers of your own
  • Companies’ phone numbers
  • In the event you are a delegate in a call delegation setup, you should know the direct numbers that belong to the delegate.

How is the caller ID number determined on outbound SMS messages from Zoom Phone?

Sending SMS messages to direct numbers that you have been given is the only option available by default. It is possible in some cases for an administrator to give you permission to send SMS messages using numbers provided by the call queue or automatic receptionist if you have been granted such authority by the administrator.

How is the caller ID name determined on outbound calls from Zoom Phone?

The Zoom Phone administrator determines the name that appears on the caller ID for outgoing calls.

Notes:

  • You will only be able to see the caller ID name if you are entering a phone number in the U.S. or in Canada.
  • Caller ID names will be applied to USA/Canada toll numbers by Zoom Phone. However, this is a limited service which is provided on a “best effort” basis. Technically, the application of the caller ID name specified for a toll number does not have any specific criteria.
  • Caller ID names are applied to an entire organization or site based on their ID IDs. There is no way for an administrator to assign different names to users’ caller IDs.
  • The phone user can however hide the name and number of their caller ID.

In the U.S., the name provided for the caller ID of the person receiving a call is determined by the identity of the phone service that connects the call to the recipient, not by the identity of the phone service that originates the call. In order for the service that is receiving the call to correctly match the incoming number with the name of the service that is receiving this call using caller ID, they rely on a caller ID name database. It is the task of the receiving phone company to match the number with the caller ID name. In the U.S., only the caller ID number and the caller ID name is sent to the receiving phone service.

If you live in a country where it works differently, you should be aware of that.

How do I hide my caller ID name and number?

When it comes to hiding your caller ID, there are two ways in which you can do so.

  • Before you make a call, select Hide Caller ID from the drop-down menu.
  • The DTMF code can be entered before dialing a number to hide the caller ID.

Unknown or ANONYMOUS (no number is shown on the receiving party’s caller ID) will be displayed on the receiving party’s monitor.

Note:

If you attempt to hide your caller ID in all countries and regions, it might not be effective.

Desktop client or mobile app

Please select Hide Caller ID under the Caller ID menu that is displayed below the dial pad. This will display a list of your current caller ID numbers.

Desk phone, desktop client, or mobile app

You need to call *67 before dialing a number, and then place the call after you have called *67.

Web portal

Zoom desktop clients allow you to hide your caller ID by default when using the Zoom web portal, but you can do it for the web portal. If you are using a client or app that requires client version 5.4.0 or higher, select Hide Caller ID from the Outbound Caller ID drop-down menu.

Why is my caller ID name for my Zoom Phone number not displaying correctly for the receiving party?

It depends on the outgoing and receiving phone services that are in charge of the call that can determine whether a caller ID name can be reliably displayed.

It is the responsibility of the telephone service or carrier to have the caller ID number matched to the name in the caller ID database based on the caller ID number in the receiving phone book. Some phone companies may not provide caller ID databases with updated information due to the cost of maintaining these databases. Due to this, the receiver may see an old caller identification name as a result.

There is still no guarantee that caller ID name will be supported by the receiving party’s carrier if you call a mobile number. Those who receive your call will only see your caller ID number if your carrier does not support caller ID names.

As well as these limitations, there are some other drawbacks to caller ID names:

  • If the number you choose as your outbound caller ID is a toll-free number, it will not display the caller ID number (only the actual caller ID number will appear).
  • You can have no more than 15 characters in your caller ID (including spaces).
  • All uppercase letters are displayed in Zoom Phone, regardless of what you specify in the settings
  • As to whether special characters may be used

There may also be a third-party dialer or caller ID app being used by the recipient; in this case, the recipient’s caller ID may differ from yours. For more information, inquire with the third party.

Why is the caller ID name of an external phone number not displaying correctly on Zoom Phone?

The caller ID name for external phone numbers is determined by an external service that is used by Zoom Phone.

Call the third-party provider or carrier to update the caller ID name for an external number if the caller ID name is not displayed correctly.

Note: Zoom Phone displays the synced contact’s display name instead of the number’s caller ID name if the external phone number is in your synced contacts. You can learn more about incoming calls in our article.

How does caller ID work for outbound calls to other Zoom Phone users?

Same organization

If you make a call to another Zoom Phone user within the same organization, Zoom Phone will display your profile name/picture as well as your extension number in the call notification to the other user.

Note: Depending on the organization, your organizational caller ID name and number differs from the one displayed on calls made to external numbers that originate from your Zoom profile.

External Zoom contact

Zoom Phone will display the name and number of your organization for the receiving party when you make an outbound call with Zoom Phone. Zoom Phone provides the recipient with access to caller ID details for the organization because the parties are both using it.

Forwarded calls or calls transferred to another number, how do caller IDs work?

The receiving party will see your name and number when you transfer or forward a call to an external number. Their caller ID will not be displayed when a transfer or forwarded call is made.

See the list of inbound call notifications for details on how calls are handled when transferred or forwarded to an internal Zoom Phone user.

What caller ID do I see for inbound calls?

You can see how caller ID for inbound calls is displayed in our article about incoming call notifications.

How does caller ID work in Canada?

Caller ID names are not stored in caller ID databases in Canada like they are in the US. In addition to a caller ID number, the originating phone service passes on caller ID name information in addition to the caller ID number.

As a result, the receiving party’s phone service or carrier does not have to search a caller ID name database to find the caller ID number. Canadian carriers do not subscribe to caller ID name databases because they are not available.

Why do I see a check mark icon in the inbound call notification?

In addition to the check mark icon, there is a verification icon that indicates that a caller has been verified. You can use this to identify scam calls and robocalls.

 

Admins

How do I change my organization’s caller ID name?

Zoom Phone administrators can change the name shown as caller ID in the organization’s web application if they are Zoom administrators. In case you have more than one site, the administrator can modify the name of the caller ID for each site separately.

If I change my organization’s caller ID name, when does it take effect?

If the Zoom Phone admin has changed the name of the organization’s caller ID on the Zoom web portal, it takes about 10 minutes for the change to take place. You will normally need to give Zoom 24 to 72 hours to update the voicemail box.

You are, however, reminded that it will take some time for your new caller ID name to take effect since the carrier or telephone service of the service recipient needs to update their database. A few people were able to see the old name of the caller but others were able to see the new name of the caller. Some carriers rarely update their caller ID name databases since it costs money to do so, so your new caller ID name may not appear on all carriers immediately. A new caller ID name will generally take 3 weeks to appear for external providers.

How do I control which outbound caller ID numbers phone users can select? (admin)

  1. Log in to the Zoom website.
  2. Select Phone System Management from the navigation menu.
  3. Depending on how many sites you have, choose one of these options:
    • You can edit each site by clicking the name, then clicking the Settings tab, if you enabled multiple sites.
    • To disable multiple sites, go to the Account Settings page.
  4. On the Caller ID Outbound tab, modify these settings.
    • Additional Outbound Caller ID for User: Control outbound caller ID access for phone users. You can turn this function on or off by checking the check boxes.
      • Call Queue Numbers (For Call Queue members): This option will allow each call queue member to select directly the number that is assigned to their queue.
      • Auto Receptionists Numbers (For all users on this site):Across all phone lines, all phone numbers can be selected to use direct numbers for auto receptionists within the same site.
      • Shared Line Group Numbers (For Shared Line Group members): Direct numbers can be selected by members of shared line groups.
    • Customize Numbers: To allow users of an auto receptionist, a call queue, or a shared line group to select specific direct numbers associated with that device, click the “Add” option.
    • Show Outbound Caller ID for Internal Calls: On the contact page you should be able to see the direct phone number from which inbound calls are answered by automated receptionists, or queues inside the system. The receiver will see the selected outbound Caller ID if a user dials an internal extension with the caller ID of an auto receptionist or call queue. Call notifications do not display the caller ID unless this setting is enabled.

How do I show the user that last transferred or forwarded the call?

  1. You can access the policy settings.
  2. Listed under Set caller ID viewing preferences for redirected calls, you can select or remove the option that displays the user who last transferred the call.

Whenever an inbound call notification is generated, Zoom Phone will show the last transferring/forwarding internal extension of the call. This information is based on the call handling configurations for these extensions on the Zoom Phone account.

  • A receptionist that works on autopilot
  • For the call queue
  • In the shared line group
  • Called Phone User (configuration settings for blind transfers of calls)
  • I recommend using Zoom Rooms
  • As a common area telephone
  • System for group calls

Note:

In this case, only Zoom Phone clients/apps running versions 5.7.0 or higher will receive inbound call notifications. This does not affect whether you receive calls from external phone numbers or from others who are using Zoom Phone outside of Zoom.

Example (setting is enabled):

Marcy receives a call from Grant. There’s no way to reach Marcy and the call will be forwarded to Carly based on her call handling settings. A forward from Carly message appears on Carly’s inbound call notification, along with Cary’s extension number, which is displayed in an additional line.

Example (setting is disabled):

Marcy answers Grant’s call. In this case, since Preston has never called Marcy, the call is forwarded to Carly because she has not answered it. A forward from Carly followed by Cary’s extension number will not appear in Carly’s inbound call notification.