Change name on caller id (outbound calls)

Support Help
1

how do i change the caller id from showing a different name on the caller id. It is still showing “nightlife demo” even though i changed the name of the agent and phone number.

this is for number 717 716 7017. I need to change the name on the caller id to Rocky Voice AI

Branded call mixup
2

Based on the available sources, changing the caller ID name (also called “brand name” or CNAM - Caller Name) to display “Rocky Voice AI” instead of “nightlife demo” is available as an enterprise feature only(1).

The Update Phone Number API allows you to modify the nickname field for your phone number (+17177167017), but this is only for your internal reference and does not affect what appears on the recipient’s caller ID(2).

To get brand name/CNAM registration for your phone number so it displays “Rocky Voice AI” when making outbound calls, you’ll need to contact Retell AI’s enterprise sales team(1).

You can book a demo call here: https://retellai.octolane.com/[(1)](https://discord.com/channels/1186424376300679209/1290413614297255957)

Note: Simply changing the agent name or phone number nickname in your Retell dashboard will not change what displays on the caller ID for recipients(1).

3

Hello @cnwok24

You can apply for branded call

image

5

Hi team — I’m running into an issue with branded calling across two Retell accounts and need help correcting it.

I have two Retell accounts:

A few weeks ago, I requested branded calling for the number +1 (717) 716-7017 under klippitvideo@gmail.com. That request is still showing as pending.

However, it looks like branding was applied under my other account (chibuike.nwoke@gmail.com) instead, and the setup is currently incorrect:

  • +1 (717) 716-7017 is still displaying “Nightlife Demo” on outbound calls. This number should display “Rocky Voice AI”.

  • +1 (947) 282-5772 is branded under chibuike.nwoke@gmail.com, but it should not be branded.

Can you please:

  1. Remove branding from +1 (947) 282-5772, and

  2. Apply/complete branded calling for +1 (717) 716-7017 so it displays “Rocky Voice AI”, ideally under klippitvideo@gmail.com?

Lastly, I submitted the branded calling request for +1 (717) 716-7017 over two weeks ago, which is why I’m following up again.

Thank you.

6

Based on the available sources, branded call applications typically take 1-2 weeks for processing(1). Your application has exceeded this timeframe.

For applications stuck in review or pending status, you should contact Retell AI support directly. When reaching out, include your account details and phone numbers so the team can investigate your specific situation(2).

The typical processing time for branded call applications is 1-2 weeks(1). Applications that remain pending beyond this period require direct support intervention(2).

You can contact Retell AI support through:

When contacting support, provide:

The support team will be able to access your account details and resolve the cross-account branding issue you’re experiencing(2).

**

8

A 403 error when making outbound calls can stem from several possible restrictions. Based on the available documentation, here are the most common causes:

Geographic Restrictions

Your phone number may have geographic restrictions configured that block calls to certain countries(1). Even for US-to-US calls, if your phone number has an allowed_outbound_country_list configured and “US” is not included, outbound calls will be blocked(1).

To check your phone number’s configuration, you can retrieve it via the API or dashboard:

  1. Navigate to Phone Numbers in your Retell dashboard(1)
  2. Click on your phone number(1)
  3. Check Allowed Outbound Countries(1)

You can also configure this via API(1):

curl -X PATCH "https://api.retellai.com/update-phone-number/+14155551234" \
 -H "Authorization: Bearer YOUR_API_KEY" \
 -H "Content-Type: application/json" \
 -d '{
 "allowed_outbound_country_list": ["US", "CA"]
 }'

(1)

Sanctioned Regions

If your server or caller is located in a sanctioned region, calls will be blocked with a 403 error(2). The restriction is based on the caller’s region/number(2). The following countries are always blocked regardless of configuration: Cuba (CU), Iran (IR), North Korea (KP), Syria (SY), Russia (RU), Belarus (BY), and Venezuela (VE)(1).

Telephony Provider Issues

Community reports indicate that 403 errors can also occur due to telephony provider configuration issues(3). One user resolved their issue by creating a primary customer profile with Twilio, verifying the profile, and assigning the phone number to that profile(3).

Next Steps

To restore service, I recommend:

  1. Verify your phone number’s allowed_outbound_country_list includes “US”(1)
  2. Confirm your server/infrastructure is not in a sanctioned region(2)
  3. Check your telephony provider (Twilio/Telnyx) for any account verification requirements(3)

For direct assistance with account-level restrictions: