Phone numbers and porting · For 3CTel customers
How do I set the name that shows when I call (caller ID)?
Caller ID has two parts. The number displayed is set in your phone system: each user or the whole company can show the main number, a direct line or a location's number. The name displayed, called CNAM, is registered against the number with carriers and takes time to propagate. Your specialist sets the number and submits the name registration for you.
Step by step.
Decide which number to show
Most businesses show the main number for everyone so return calls reach the menu. Sales or account staff may show a direct line. Multi-location teams often show the number for the caller's region.
Set the outbound number
In the admin portal, open Users → Caller ID and choose the number for each user or department. A 3CTel specialist can make this change for you.
Choose the display name
Names are limited to 15 characters including spaces. Pick a form of your business name that fits and is recognizable, for example "ABC PLUMBING".
Register the name
The specialist submits the CNAM registration for each number. It is added to carrier lookup databases, which other carriers query when displaying a call.
Wait for propagation
Carriers refresh their name databases on their own schedules. Some show the new name within days; others take longer. Old names may persist on some networks in the meantime.
Why the name may not show or shows something old
The receiving carrier decides what to display. Some networks, particularly cell phone carriers, do not look up business names at all and show only the number or a city. Others cache old names. If the number was ported, the previous provider's name registration may linger until the new one propagates. None of this is controlled by your phone system; the registration is the lever.
Showing the business number from a cell phone
Calls placed through the mobile app show the business number you have chosen, not your personal cell number. That is the recommended way to call customers from a cell. Calls placed with the phone's native dialler will show the cell number, since they do not pass through the business system.
- Use the mobile app for customer calls to show the business number.
- Personal calls from the native dialler continue to show your cell number.
- Call history for business calls stays in the app, separate from personal calls.
Rules to keep in mind
Caller ID must reflect a number you are entitled to use. Displaying a number that is not yours can be treated as spoofing and blocked under the call-authentication measures Canadian carriers apply. Showing your own main number from any user or device is normal and expected.
Related questions.
Can different users show different numbers?
Yes. Caller ID is set per user, per department or system-wide. A receptionist can show the main line while an account manager shows a direct line. Users can also be allowed to choose between numbers before dialling if that suits your workflow.
Why does my call show as spam or scam likely?
Cell carriers apply reputation scoring to numbers. New numbers, high call volumes or a missing name registration can trigger a label. Registering the name and keeping outbound patterns steady helps. A specialist can also review call-authentication status for your numbers.
Can I show the caller's original number when I transfer a call to a cell?
Often, yes. When calls are forwarded to an external cell, the system can present either the original caller's number or your business number. Presenting the original number helps staff recognize customers; presenting the business number helps them know it is a work call.
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