CNAM (Outbound Caller ID) Change Request

Changing the CNAM (Outbound Caller Name) on a Tracking Number

Updating your Caller ID helps your contacts recognize calls, but please note that the process varies by carrier and may take some time to complete.

Once submitted, this cannot be modified. To add more numbers in the future, a new submission will be required.

Here’s what you need to know:

• Update timelines vary. Most U.S. carriers and the National Registry process Caller ID updates manually, which can take several weeks.
• Each carrier is different. They all follow their own update schedules and procedures.
• Carrier-specific instructions:
  • For Carrier A, you can update Caller IDs directly in our platform.
  • For Carrier B or C, click here to open a ticket with us. Add CNAM Change Request as the Subject Line.   In the description, list the Tracking Numbers and provide the CNAM you would like to use, up to 15 characters.
• Display isn't guaranteed. What shows on the recipient’s screen depends on their carrier, device, and even third-party apps like Truecaller.
• Want to improve how your number appears? Register your numbers with the major registries.
• Follow best practices for calling to reduce spam or scam labeling.

How to check the carrier for a Tracking Number

1. Navigate to Numbers → Tracking Numbers.
2. Locate the Tracking Number and hover over the I icon below is the number to populate the carrier.
3. If listed as carrier A, you can make the change through the Trust Center in your CTM account. 

Submitting the CNAM change request in Trust Center

1. Go to Trust Center →  verify if a Business Registration has been submitted → If showing a status of Approved,  click the View Button
2. Next, make sure phone numbers are assigned as shown in the image below.
3. Scroll down to Caller ID.
   
4. Next, click on Manage Caller ID to view any existing Caller IDs. If this is a new request, click the New Caller ID button on the right-hand side of the top of the screen. 
5. Scroll down to Select Tracking Numbers. 
6. Ensure the phone numbers are on the left, then click on each number to populate in the right column.
7. At the top of the page, enter the 15 characters you want to display.