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Configure caller ID to control what recipients see when your agent calls. Proper caller ID improves answer rates and builds trust. What you’ll learn: Caller ID setup, display name configuration, compliance requirements, and answer rate optimization. Prerequisites: SIP trunk configured for outbound calls.

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Caller ID basics

Caller ID consists of two components:
ComponentFieldExampleCarrier support
Phone numberfromUser+14155551234Universal
Display namedisplayNameAcme SupportVaries by carrier
Display name support depends on the recipient’s carrier. Some carriers show only the phone number regardless of your settings.

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Configure caller ID

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Via dashboard

  1. Go to Agents → Select agent → Edit
  2. Navigate to Phone & SIP tab
  3. Set From User to your verified phone number (E.164 format)
  4. Set Display Name to your business name
  5. Click Save Agent

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Via API

await fetch(`https://blackbox.dasha.ai/api/v1/agents/${agentId}`, {
  method: 'PUT',
  headers: {
    'Authorization': 'Bearer YOUR_API_KEY',
    'Content-Type': 'application/json'
  },
  body: JSON.stringify({
    config: {
      outboundSipConfig: {
        fromUser: "+14155551234",
        displayName: "Acme Support"
      }
    }
  })
});

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Best practices

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Do

  • Use verified numbers — Only use phone numbers you own or have explicit permission to use
  • Match local area codes — Use numbers with area codes matching your recipients for higher answer rates
  • Set recognizable names — Use your actual business name, not generic text
  • Register with CNAM — Register your number with CNAM providers for caller name display
  • Be consistent — Use the same caller ID across campaigns to build recognition

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Avoid

  • Spoofing numbers — Using numbers you don’t own is illegal in most jurisdictions
  • Frequent changes — Changing caller ID often triggers spam filters
  • Blocked/private ID — Hidden caller ID reduces answer rates significantly
  • Generic names — Avoid “Unknown”, “Wireless Caller”, or blank display names
Caller ID spoofing is illegal. Using phone numbers you don’t own or have permission to use can result in fines up to $10,000 per violation (US) and service termination. Always use numbers registered to your business.

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Phone number types for caller ID

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Local numbers

Geographic numbers with specific area codes:
  • Example: +1 (415) 555-0123 (San Francisco)
  • Best for: Regional businesses, local presence
  • Benefit: 30-50% higher answer rates than toll-free

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Toll-free numbers

Free for recipients to call back:
  • US prefixes: 800, 888, 877, 866, 855, 844, 833
  • Best for: Customer support, national campaigns
  • Note: Lower answer rates for outbound — often perceived as telemarketing

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International numbers

Numbers from specific countries:
  • Best for: Global operations, country-specific campaigns
  • Consideration: Use local numbers for each target country when possible

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CNAM registration

CNAM (Caller Name) databases store the business name associated with phone numbers.

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Register your number

  1. Contact your SIP provider about CNAM registration
  2. Provide your business name and phone number
  3. Registration propagates within 24-72 hours
  4. Verify by calling a landline (mobile support varies)

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CNAM limitations

  • Mobile carriers may not display CNAM data
  • Some carriers override with their own databases
  • International CNAM support is limited
  • Changes take 24-72 hours to propagate

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Answer rate optimization

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Strategies that work

StrategyImpactNotes
Local area codes+30-50%Match recipient’s location
Consistent caller ID+15-25%Build recognition over time
CNAM registration+10-20%Shows business name
Business hours calling+20-30%9am-6pm local time
Verified/trusted status+15-25%Register with carriers

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Avoid spam flags

  • Don’t exceed 50 calls/day from a single number
  • Rotate multiple numbers for high-volume campaigns
  • Monitor answer rates — sudden drops may indicate spam flagging
  • Register with carrier spam verification services (STIR/SHAKEN)

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Compliance requirements

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US regulations

  • TCPA: Consent required for automated calls to mobile phones
  • FCC: Caller ID must accurately reflect your identity
  • Do Not Call: Honor opt-outs and DNC registry

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STIR/SHAKEN

STIR/SHAKEN is a framework that verifies caller ID authenticity:
  • Attestation A: You own the number and have rights to use it
  • Attestation B: You’re authorized to use the number
  • Attestation C: Call originated from your network (lowest trust)
Work with your SIP provider to ensure STIR/SHAKEN attestation. Higher attestation levels mean better deliverability and lower spam flagging.

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Troubleshooting

Causes: Incorrect fromUser, carrier override, CNAM not registeredSolutions:
  1. Verify fromUser exactly matches your assigned number (E.164 format)
  2. Check displayName is set correctly
  3. Wait 24-72 hours for CNAM propagation
  4. Contact provider about caller ID passthrough settings
Causes: High call volume, no STIR/SHAKEN, recipient complaintsSolutions:
  1. Reduce call volume from single numbers
  2. Verify STIR/SHAKEN attestation with provider
  3. Register with carrier spam verification services
  4. Vary calling times and patterns
  5. Ensure proper consent for all recipients
Causes: Unfamiliar caller ID, wrong timing, spam flaggingSolutions:
  1. Use local area codes matching recipients
  2. Call during business hours (9am-6pm local)
  3. Register CNAM for business name display
  4. Check spam/blocking status with free lookup services
  5. Rotate numbers if consistently flagged
Causes: Carrier doesn’t support CNAM, not registered, mobile recipientSolutions:
  1. Register with CNAM provider through your SIP trunk
  2. Note that mobile carriers often don’t display CNAM
  3. Verify registration by calling a landline
  4. Check with provider about CNAM passthrough

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Next steps

Outbound Calls

Schedule outbound campaigns

Phone Numbers

Phone number types overview

Production Checklist

Pre-launch verification