Why does the wrong caller ID show on my calls?

The number people see when someone calls out comes from a few places. You can check the user's own settings. Some settings sit on CallSprout's side of the system, so if the user's settings look right and the wrong number still shows, contact support.

Some labels in your portal or apps may look slightly different from this guide.

Where the number comes from

• The user's own caller ID settings come first.
• A user can pick another number from their list, or hide their number, from a star code or from Communicator.
• If no number is set for the extension, calls go out with a default that CallSprout sets for your account.

The emergency caller ID is separate. It's used only on 911 calls, and it doesn't change what people see on normal calls.

If the wrong number shows only after a call is transferred or parked, see Why do transferred or parked calls show the wrong number?.

Check the user

1. 1
   Step 1:

   Ask what happened

   Find out which number the other person saw, or whether they saw none. Ask whether the user hid their number or picked another one for that call.
2. 2
   Step 2:

   Check whether the extension sends a caller ID

   In the admin portal, open the user's extension and look under Advanced Options for Set Caller ID. If it's set to No, the extension doesn't send a caller ID.
3. 3
   Step 3:

   Open the call settings

   On the same extension, open the Enhanced Services tab and find the caller ID service. Look at the default number for outgoing calls, the numbers this user is allowed to pick, and any privacy option that hides the name or number.
4. 4
   Step 4:

   Compare with other users

   Select Extensions, then Caller ID List. This table is read-only. It lines up every extension's caller IDs side by side, emergency caller ID included.

Don't see this option? Contact support and we'll set it up for you.

If the user hid or switched the number

A user who dialed *67 keeps showing no number on every call until they dial *68. A user who picked a number from their list may have chosen the wrong entry, so have them check the entry and try again. The user guides are Hide or change the number you call from for desk phones and Pick which number you call from for Communicator.

When to contact support

Contact support if:

• The settings look right and the wrong number still shows.
• A number you set for a user doesn't stick.
• You want to use a number that isn't in the user's list. We can tell you which numbers can be used as a caller ID.

Send the user's extension, the number they called, the number the other person saw, and the date and time of the call.