Question
Why does my Toll Free number not display the caller ID name I have requested and set up?
Applies To
Toll Free Numbers
8x8 Contact Center
8x8 Work
Answer
Caller ID name for Toll-Free numbers is not handled the same way, industry-wide, as local geographic numbers.
Non-Toll Free numbers carry a tag (known as a Destination Point Code or DPC) so the receiving phone carrier knows which National CNAM (Caller Name) database to pull the Caller ID from.
Toll-Free numbers have no tag, so the receiving phone carrier cannot retrieve a Caller ID from any external database. Carriers must use their own database to trace Caller ID for Toll Free numbers. If the database has no entry for the number this can cause the Caller ID Name to be displayed as a generic ‘Toll Free Caller’ or similar.