How to Resolve Incorrect Caller ID Display Showing a Previous Employee's Name on Desk Phones

Overview

If your desk phone is displaying the name of a previous employee when making outbound calls, it usually means that the Caller ID Name (CNAM) for that extension or line has not been updated in the system. This can occur even if the extension has been reassigned to a new user.

Steps to Resolve

Step 1: Check the Extension Configuration in Evo Voice

1. Log in to the Evo Voice Admin Console.

2. Navigate to Endpoints → Extensions.

3. Locate the affected extension and click Edit.

4. Check the Display Name or Caller ID Name field.

5. Update it to reflect the correct employee name.

6. Save changes.

Step 2: Update the Device Label (If Applicable)

1. From the Endpoints menu, open the specific Device assigned to the extension.

2. Ensure the Label or Device Name matches the current employee’s name.

3. Save the update.

Step 3: Verify the Outbound Caller ID Settings

1. In the Endpoints → Trunks or Outbound Caller ID settings, confirm that the correct Caller ID Name is set for outbound calls.

2. Update as needed.

3. Save changes.

Step 4: Reboot the Desk Phone

1. Power cycle the affected desk phone (unplug and plug back in).

2. Allow it to re-register with the updated information.

Step 5: Test the Caller ID

1. Place a call to an external number.

2. Confirm that the correct employee name appears on the recipient’s device.

   • Note: Caller ID Name updates may take up to 24–48 hours to propagate on external carrier networks.

Additional Notes

• If the Caller ID Name is still incorrect after 48 hours, open a support ticket with Evo Tech, providing:

  • The affected extension number.

  • The correct employee name.

  • The date/time of your test call.

• Some carriers may cache Caller ID information, so updates may not display immediately on all recipients’ phones.