CNAM is an acronym which stands for Caller ID Name.

When phone calls are made, there are usually two user-facing identifiable pieces of information: a phone number and a Caller ID Name (usually a 15-character string).

CNAM can be used to display the calling party’s name alongside the phone number, to help users easily identify a caller.

For example, when you make an outbound call from a tracking number and you'd like the receiving party to see your business name along with the telephone number.

When the receiving party recognized your businesses name, instead of NO NAME, they are 3x more likely to pick up your calls.

Contact Cloud offers you the opportunity to update your CNAM records, for any tracking number purchased on the Contact Cloud platform. Bear in mind, that it can take up to 14 days for your request to become live and keep in mind that ALL carrier networks may not utilize CNAM look up services. In short, your CNAM may not be available 100% of the time to all receiving parties, as this technology is not a requirement but, instead and industry standard.

Here is the process to update your CNAM

  • Open the CNAM request form here

  • Enter your Account ID (Found in the top right corder of the application window)

  • Enter your full name

  • Enter your email address

  • In the large text box, add your tracking numbers and the desired CNAM

Alternatively, if you would like to request a significant amount of CNAM number changes then you may utilize the CSV upload option.

Once you are complete, click on the "Request" button

Within 24 business hours, the Contact Cloud team will begin working on your request.

Behind the scenes

  • We contact the carrier network that is responsible for your tracking number and inform them that the update is needed

  • The carrier then makes the update with the central CNAM repository Neustar (this takes about 5 business days)

  • Process is completes, now we rely on the individual telephone carriers to update their records based upon the new data that has been provided to Neustar.

How do you know the update to Neustar has been made?

Check , if the information you requested is correct here then you know the process is complete!

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