Outbound calls displaying wrong or unexpected Caller ID

If your outbound calls to consumers or prospects are showing an unexpected or incorrect name on the receiver's device, it is important to know that this information is often controlled by the device operating system, such as Google/Android or Apple/iOS, and by third-party apps or databases, not by Aircall.

This article explains how Caller ID works, why a different or wrong business name may appear, and what you can do to improve how your business name is displayed.

Understanding Caller ID

When a business calls a customer, the phone may display the company name even if the number is not saved in the contact list. This happens through a combination of:

• Telecom networks

• Smartphone operating systems

• Third-party apps and databases

Below is how this process typically works.

1. Making an outbound call

An agent from a business uses a service like Aircall to make a call. Aircall uses telecom partners to place the call on the public phone network.

2. The call goes through the phone network

The call travels through the PSTN (Public Switched Telephone Network) and reaches the callee's mobile provider.

Note for the US:
In the United States, some carriers check specific databases called CNAM (Caller Name) to find and attach a name to the phone number. These CNAM databases store names associated with phone numbers.

• The carrier looks up the calling number in these databases.

• If a match is found, the name is sent to the phone together with the call.

You can learn more about CNAM here: Using CNAM for Caller ID display with US numbers.

3. The call goes through the apps installed on the phone

If you are not in the US, or if CNAM data is not available, the device will try other sources.

The phone may check:

• The Contacts list, if the number is saved

• Caller ID apps installed on the device, such as Truecaller or Hiya

These apps can only identify the caller if the person receiving the call has the app installed and properly configured.

Caller ID apps and services typically reference:

• Their own databases of phone numbers and business names

• Online profiles, business listings, or public data

• Google, Apple, or Huawei contact databases

• Business profiles or maps, such as Google Maps or Apple Maps

4. The receiver's phone tries to identify the caller

The two main mobile operating systems, Android (Google) and iOS (Apple), provide an additional layer of caller identification.

To improve user experience, Android and iOS attempt to identify the business by checking their own data sources, for example:

• Google Maps business profiles

• Apple Maps place cards

Why the business name might not appear or may appear incorrectly

Even if the phone number is active and verified, the business name may not appear or may show a different or unexpected name for several reasons:

• The number is not registered with public or phone system databases that link numbers to business names.

• Smartphones rely on public directories such as Google Maps, Apple Maps, and telecom databases, which may be incomplete or outdated.

• The number may have been used previously by another company, and that company is still associated with the number in one or more databases.

In all of these cases, Aircall does not control the name shown on the end user's device.

How to fix it: ways to show your business name

While Aircall cannot guarantee how Caller ID names appear, you can improve the chances that your correct business name is displayed by registering your business and numbers with key services.

Register your business with Google Business Profile

Website: Get Listed on Google - Google Business Profile

Steps:

1. Create or claim your Google Business Profile.

2. Add your phone number, business name, address, and other contact details.

This helps Android devices and Google services recognize your number and display your business name.

Register with Apple Business Connect

Website: Apple Business Connect - Marketing Tools for Business Owners

Steps:

1. Log in with your Apple ID and claim your business.

2. Add your business information, including your phone number.

iPhones may use this information to show your business name during incoming calls.

Register your numbers with specific services

Major carriers work with several third-party services to associate businesses with phone numbers and improve Caller ID reputation. Registering with these services can:

• Increase your numbers' reputation

• Help ensure carriers have up-to-date records

Key services include:

• Free Caller Registry

• First Orion - T-mobile

• AT&T - Hiya