📋 Distinctive Caller ID Name Overview
This topic describes what a Distinctive Caller ID Name is and provides examples of Distinctive Caller ID Name.
What is Distinctive Caller ID Name?
Distinctive Caller ID Names allow employees to understand where the incoming call is routed and who is calling. Distinctive Caller ID Names can be assigned in the IZT Cloud Voice in three different ways:
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Queue: If an external call reaches an extension through multiple call features, the name of the last feature will be displayed. For example, if the call is routed from Queue X to Ring Group Y, the name Ring Group Y will be retained.
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Extensions and Inbound Routes: Distinctive Caller ID Name can be configured for inbound routes and extensions.
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Trunk DID/DDI: A Caller Name (CNAM) is configured by the caller’s side.
An Example of Distinctive Caller ID Name
Your company has a support team responsible for providing technical services for customers from the USA and Canada. The following settings are configured on your IZT Cloud PBX to achieve the required goal:
Queue
A queue named "Support" for the support team.
SIP Trunk
A trunk with DID numbers that connect USA and Canada.
| DID Number | DID Name |
|---|---|
| 125886 | USA |
| 125666 | Canada |
Suppose that you have the following two contacts stored in your Company Contact directory.
| Name | Contact Number |
|---|---|
| Sunny | 5552222 |
| Becky | 5533333 |
When configuring calls from different DID numbers to reach the Support queue, the caller ID names displayed will depend on the agent’s phone. This display policy of Distinctive Caller ID Name is as below:
- [contact_name] + [caller_DID_name]
Note: If the above names are not predefined, the names will not be displayed.
Example
- Customer Becky dials 125886 to reach the Support team, receiving a Caller Name display as: Sunny from USA (when calling from the caller's number).
- Customer Magic (USA) dials 125666 to reach the Support team, the caller ID name displays as: Becky from Canada.
- Customer IZT Cloud user calls 5533311 to reach the Support team, the caller ID name displays as: Magic, USA.
Example: Customer from USA (Becky) calls and reaches the Support queue.