Question
On outbound calls, is it possible for my Talk number from the United States to display a business name, instead of a phone number?
Answer
Yes, it is possible to display your business name instead of your Talk phone number, on outbound calls. Ensure the name has a maximum of 15 characters, including spaces, and no special characters. This functionality is only available to phone numbers based in the USA (+1 country code). It might work for some carriers in Canada, though it is not guaranteed.
CNAM is a feature from the public telephone network in the USA, which identifies an incoming caller by a business name associated with the originating phone number.
Talk Voice numbers supports CNAM for customer outbound calls. To enable this, contact Zendesk Customer Support with the below information. Failure to have this information at your disposal results in delays in getting your query resolved.
Details to add with your query
- Legal business name: the one associated with your Employer Identification Number (EIN) number.
- CNAM to be displayed for the number.
- Physical address: the one associated with your Employer Identification Number (EIN) number.
- Business type: Corporation, Partnership, Sole Proprietor, Non-Profit, Co-operative, Limited liability company.
- Your Employer Identification Number (EIN) number
- Your business industry: technology, retail, ...
- The regions where your business operates: EMEA, LATAM, AMER, APAC.
- Your company website (URL).
- Two authorized representatives. They must be the Director, VP, Corporate Counsel, GM, CFO, or CEO. Include the following information for each contact:
- First and last name
- Email address
- Contact phone number
- Business title and job position
Implementing CNAM takes one to two weeks. After registration, an additional one to two weeks may be needed to populate other carrier databases.
For mobile devices most commonly, US Carriers require the subscriber to opt-in. If the recipient does not have the CNAM feature or app enabled on their phone no CNAM will display even if a CNAM is properly set for number. For more information, see this article from Twilio Docs: Brand Your Calls Using CNAM (Public Beta).
If you wish to register for both CNAM and Stir/Shaken, provide the same details listed above. For more information, see this article: How do I prevent calls to my end users from displaying as spam?
8 comments
Anton Verhelst
Hi,
is this also available for non-US numbers?
0
Joey Barrett
Hello Anton!
A previous comment stated that this functionality was available to numbers outside the United States. This is not correct, and I have made an amendment to this article to ensure that its very clear that for now CNAM functionality is only available for United States phone numbers.
Hope this helps, sorry for any confusion caused!
Thanks,
0
Gas Gas
Please include the feature also for EU Area phone numbers!
Our case: We have numbers from the UK, ES, and IT and we would like to implement the Business Name when calling our customers so that to prevent non-answered calls.
Unrecognize numbers are not trusted by the people we call and the CNAM function would be great!
1
karl FETCH
Hi, we've been with Zendesk Talk for almost 2 years and we're so far unable to get our CNAM to display properly on any mobile carrier. CNAM is failing 100% of the time. We are registered with the repositories suggested. We're not shown as SPAM, but without a business name/CNAM our answer rate and business suffers. I have an open ticket with Zendesk support currently. Anything else we can do?
0
Joyce
We apologize for the inconvenience and thank you for opening a ticket for this concern.
Upon checking, our dedicated team is actively working on the investigation with our VOIP provider. We'll update you on the status of this via email.
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Sarah Urban
Hello Joyce - We are still having the same issue. We have been trying for 6 months. Any update?
0
Chen Shihai
Hi
Time flies 2024 2H now, is CNAM functionality on Talk number available for any regions out of United States?
0
Dainne Kiara Lucena-Laxamana
Hi Chen Shihai
At the moment, this functionality is only available to phone numbers based in the USA (+1 country code). It might work for some carriers in Canada, though it is not guaranteed.
0