When making a call, the receiving party will generally be able to find two pieces of information: the number that is calling them and the callers name associated with the number, referred to as the CNAM (Caller ID Name).
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 make use of specific databases to update the name associated with each number, and while many receiving carriers may search these same databases for information, not all will. Because of this, Aircall is unable to guarantee that any chosen name or company name will be shown to who you dial.
If you wish to update the CNAM associated with your number to reflect your own name or company name, please do feel free to reach out the Porting Team to make a request. The Porting Team will request the update with our carriers, and will confirm once that request has been approved. Please note that not all numbers are eligible for CNAM, and despite receiving confirmation, the databases used by our carrier may ultimately not be able to be updated. In the case that it is updated, viewing the CNAM selected when receiving a call will be entirely dependent on the receiving carrier. Because of these two circumstances, any troubleshooting of 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.
In the case that your number is showing the wrong company name, or is being marked as SPAM, please do feel free to reach out to the Support Team for assistance. The Support Team will submit a CNAM request with our carriers for these situations, but will be unable to further troubleshoot once the request has been approved.
Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!