When a call is handled by ICM, information about the caller appears in the Incoming Call Pop-up, the Caller Log, and on the Web Voice Mail page.
ICM is designed to display the Caller ID information that the telephone company attaches to the call when the call is made. If there is no Caller ID information attached to the call, the system will search a database, which is supplied to us by a third party, for the Caller ID information associated with a given number.
If the call reaches our system showing Private, Unknown Caller, Unavailable, or simply a city name, this is the only information ICM can display. This often happens for calls from cellular phones, unlisted numbers, or when the calling party uses a call block service. Additionally, some telephone companies do not share this information between telephone networks when routing calls.
There are cases when the call reaches our system without an originating number, or even information about the number which the caller was dialling. In these instances, the caller is prompted to enter this information using their telephone's dial pad. If these calls result in an Incoming Call Pop-up, the Caller ID information will be underlined and marked with a star (*) indicating that the Caller ID information was entered by the caller and that we cannot verify that the number is correct.
If you have defined nicknames for common callers, the nicknames will be displayed instead of the Caller ID provided to us. For details on nicknames, refer to Providing Nicknames for Common Callers.