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Feedback?Understand caller name resolution for inbound PSTN calls
Caller name resolution helps users identify inbound PSTN callers when the caller's name isn't provided by the carrier.
How caller name resolution works
When an inbound PSTN call reaches Webex Calling without a caller name, Webex Calling looks up the Calling number in organization contacts in Webex Contact Service. When Webex Calling finds a matching organization contact, the resolved caller name is presented with the phone number on the receiving endpoint or Webex App.
If no matching organization contact is found, Webex Calling falls back to CNAM lookup, where available and provisioned. If CNAM returns a caller name, that name is displayed. Otherwise, the call continues with the available caller information, such as the phone number.
When the carrier provides a caller name for the inbound PSTN call, Webex Calling displays the provided caller name and doesn't perform an additional organization contact lookup.
What users experience
Users don't need to take any action to use this capability. The resolved caller name is displayed automatically when Webex Calling finds a matching organization contact before presenting the call.
The caller name displayed may vary depending on the device's or Webex App's contact lookup capabilities.
The lookup is time bound so that call completion isn't held for an extended period. In some cases, caller name display can add a small delay similar to other caller-name lookup services.
