Caller ID displaying incorrectly can often be the result of missing or incorrect data inside of Salesforce for inbound calls, and carrier settings (on the receiving end) for outbound calls.
When an inbound call comes into your RingDNA Dialer, Revenue searches your Salesforce org to match the number to an existing Contact or Lead record and displays the matching record as the Caller ID.
|
By default, when an inbound call comes in, and the number does not match to an existing Contact or Lead the Caller ID will display as Unknown Caller |
On the Call History page, these calls will display with only the number until it is assigned to a Contact or Lead record:
|
If the inbound caller's phone number already has an assigned Contact or Lead in Salesforce, but the number still displays as "Unknown Caller" (or with a different name), this could indicate either an issue or an incorrectly associated number.
Symptom
The main symptom of incorrect Caller ID is that inbound calls display with a Caller ID that doesn't match the name of the Contact or Lead.
Cause
For inbound calls, the Caller ID displaying incorrectly can often be the result of missing or incorrect data inside of Salesforce.
Troubleshooting
To correct incorrect Caller ID for inbound calls, follow the steps below:
Step 1: Perform a search in your Salesforce org for the phone number in question.
Step 2: Verify that the phone number is associated with the correct Contact or Lead.
Step 3: If the number is not associated with the correct record, make the needed changes to accomplish this by either creating a new record for this caller or adding the number to an existing record in Salesforce or within Revenue.