Caller ID for Voice Calls

Overview

To use the voice channel for sending messages through RedFlag, your location must have a designated IVR number set up as the caller ID. You have two options: use an existing landline number or request a provisioned generic number with a specific area code. Once the number is confirmed, setup typically takes 1–2 business days.

Use an Existing Landline

If you'd like to use a landline number already owned by your organization:

• Provide the number to your Customer Success Manager (CSM).
• Benefits:
• • Recipients are more likely to answer a familiar number.
  • Recipients can call back the number and reach someone at your organization.
• Requirements:
• • You must complete a Letter of Authorization (LOA) to confirm ownership of the number.

🛡️ Note: Caller ID customization is not available when using an existing landline.

Request a Generic Number

If you'd prefer a generic number:

• Provide your preferred area code (plus 1–2 backups) to your CSM.
• Benefits:
• • Treated as a no-callback number, preventing follow-up calls from recipients.
  • If a recipient calls the number back, an automated message will play:
    “You have reached the RedFlag notification system for voice messages sent by your organization. This number is used for outbound notifications and is not monitored. For questions or to manage your notification preferences, please contact your organization directly or follow the instructions provided in the original message.”
  • No action is required by your team to manage or respond to incoming calls.

Caller ID Customization (CNAM)

When using a generic number, you can request a custom caller ID name:

• Maximum of 12 characters
• Display is not guaranteed across all carriers
• May take time to update across networks

Why Caller ID Name May Not Display

Even if a caller ID name (CNAM) is configured, it may not always appear—especially on mobile phones. This is expected behavior across the telecom industry.

Common reasons include:

• Mobile carrier limitations
  Many cell phone providers only display the phone number instead of the name.
• Delayed or inconsistent updates
  Caller ID names are stored across multiple databases, and updates may not reflect immediately everywhere.
• VoIP call routing
  Since RedFlag uses modern voice systems, caller ID names may not always pass cleanly to mobile networks.
• Saved contacts on recipient devices
  If a recipient already has the number saved, their phone will display their saved contact name instead.
• Cached or outdated data
  Some carriers temporarily store older caller ID information, which can take time to refresh.

🛡️ Note: Caller ID name display is controlled by downstream carriers and devices, so consistency cannot be guaranteed—even after setup is complete.