⚠️ Only US numbers are eligible for CNAM, and despite receiving confirmation, the databases used by our carriers may not be able to be updated. In the case they are updated, viewing the CNAM selected when receiving a call will be entirely dependent on the receiving carrier. Additionally, not all carriers are subscribed to the multiple CNAM databases available. Our carrier will confirm and verify that CNAMs have been correctly configured and pass that value to the terminating carrier. CNAM will also not override if your number has been previously saved by the recipient on the local device address book with a different name.
⚠️ Because of these two circumstances, troubleshooting issues with seeing the correct name when receiving a call from your Aircall numbers cannot be supported by Aircall after the CNAM request has been approved.
What is a Caller ID Name - CNAM?
When receiving a call, the receiving party will generally be able to find two pieces of information: the number that is calling them and the caller's name associated with the number referred to as the CNAM (Caller ID Name). This allows you to display your Business Name along with your number when performing outbound calls.
The number is sent directly from our carrier to the receiving carrier and is unable to be changed. The CNAM however is searched for by the receiving carrier on their end.
Our carriers utilize specific databases to update the name associated with each number, unfortunately, not all carriers may subscribe to the CNAM databases available. Because of this, Aircall is unable to guarantee that any chosen name or company name will be shown to who you dial, as the CNAM display may not appear for everyone, and our carrier does not have any control over how/when others in the carrier network choose to use the new values.
How to place your CNAM request
If you wish to update the CNAM associated with your number to reflect your own name or company name, please feel free to reach out to the Porting Team to make a request.
CNAM Requirements
- Can be a maximum of 15 characters (including spaces)
- Should begin with a letter and can only contain letters, numbers, periods, commas, and spaces (no other special characters allowed)
- If no CNAM is set for the number, the City, State, and phone number are the default display
When submitting the CNAM request please provide the following information:
Business Details
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Legal Business Name (Enter the exact legal business name that appears on your tax documents)
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Business Address
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Business Type (i.e. sole proprietorship, partnership, corporation, etc)
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Business Industry
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Business Registration ID Type (we recommend selecting EIN [Employer Identification Number])
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Business Registration Number (EIN)
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Business Region of Operation
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Website URL
Authorized Representative Details
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Full Name
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Email
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Business Title
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Job Position
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Phone Number
The Porting Team will request the update with our carriers and will confirm once that request has been approved.
Please note that while CNAM updates do not come with any additional cost, trial accounts are not eligible to submit CNAM requests.
In the case your number is showing the wrong company name after your CNAM request has been approved and applied, or is being marked as SPAM, please do feel free to reach out to the Support Team for assistance.