> ## Documentation Index
> Fetch the complete documentation index at: https://blackbox.dasha.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Caller ID Configuration

> Configure caller ID for outbound calls. Set display names, follow compliance requirements, and improve answer rates.

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](/docs/deploy/sip-configuration) for outbound calls.

## Caller ID basics

Caller ID consists of two components:

| Component        | Field         | Example        | Carrier support   |
| ---------------- | ------------- | -------------- | ----------------- |
| **Phone number** | `fromUser`    | `+14155551234` | Universal         |
| **Display name** | `displayName` | `Acme Support` | Varies by carrier |

<Note>
  Display name support depends on the recipient's carrier. Some carriers show only the phone number regardless of your settings.
</Note>

***

## Configure caller ID

### 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**

### Via API

<Accordion title="API example: Configure caller ID">
  ```javascript theme={"theme":{"light":"github-light","dark":"github-dark"}}
  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"
        }
      }
    })
  });
  ```
</Accordion>

***

## Best practices

### 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

### 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

<Warning>
  **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.
</Warning>

***

## Phone number types for caller ID

### 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

### 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

### International numbers

Numbers from specific countries:

* **Best for**: Global operations, country-specific campaigns
* **Consideration**: Use local numbers for each target country when possible

***

## CNAM registration

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

### 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)

### 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

***

## Answer rate optimization

### Strategies that work

| Strategy                | Impact  | Notes                       |
| ----------------------- | ------- | --------------------------- |
| 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      |

### 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)

***

## Compliance requirements

### 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

### 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)

<Tip>
  Work with your SIP provider to ensure STIR/SHAKEN attestation. Higher attestation levels mean better deliverability and lower spam flagging.
</Tip>

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="Wrong caller ID displayed">
    **Causes**: Incorrect fromUser, carrier override, CNAM not registered

    **Solutions**:

    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
  </Accordion>

  <Accordion title="Calls marked as spam">
    **Causes**: High call volume, no STIR/SHAKEN, recipient complaints

    **Solutions**:

    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
  </Accordion>

  <Accordion title="Low answer rates">
    **Causes**: Unfamiliar caller ID, wrong timing, spam flagging

    **Solutions**:

    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
  </Accordion>

  <Accordion title="Display name not showing">
    **Causes**: Carrier doesn't support CNAM, not registered, mobile recipient

    **Solutions**:

    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
  </Accordion>
</AccordionGroup>

***

## Next steps

<CardGroup cols={2}>
  <Card title="Outbound Calls" icon="phone-arrow-up-right" href="/docs/deploy/outbound-calls">
    Schedule outbound campaigns
  </Card>

  <Card title="Phone Numbers" icon="phone" href="/docs/deploy/phone-numbers">
    Phone number types overview
  </Card>

  <Card title="Production Checklist" icon="clipboard-check" href="/docs/deploy/production-checklist">
    Pre-launch verification
  </Card>
</CardGroup>