Description: This document considers common issues and solutions for BCID participants and those using NumHub’s Branded Calling platform. If you would like to submit your own question, please send a message to BCIDsupport@NumHub.com.
Frequently Asked Questions:
- Logo not showing up on branded calls
- Apple Setting for Branded Call Display on iPhones
- Registered trademark requirements
- Call Reasons
- LOAs for Originating Service Providers
- Certificate Billing for Originating Service Providers
Question: Why isn't my company's logo or name always showing up when I make branded calls?
Answer:
You might notice that your company's branding (logo and name) doesn't always appear on the recipient's screen when you make a branded call. This can happen for a few reasons:
- Daily Network Updates: Many phone networks update their settings daily, usually overnight. This can temporarily affect how branded calling information is displayed, especially early in the day.
- Wi-Fi Restrictions: In some cases, Wi-Fi networks may block the branded calling information from displaying properly.
- Device Compatibility: Branded calling relies on a relatively new technology called Rich Call Data (RCD). While widely adopted, not all phones are equipped to display this information.
Here's what you can do to improve the chances of your branding displaying correctly:
- Make Test Calls in the Morning: We recommend making about 40 test calls early each morning. This helps "wake up" the network and ensures your branding information is recognized and displayed more consistently throughout the day. This is less likely to be a problem if you typically make a lot of calls.
- Be Aware of Network Resets: Keep in mind that the daily network updates might temporarily impact your branding display early in the morning. The test calls mentioned above can help mitigate this.
- We're Working on It: We're actively working with our network partners to improve the reliability of branded calling displays throughout the entire day. Expect further enhancements soon!
Device Support:
Here are some devices known to consistently display branded calling information:
- Motorola Edge (2022 model)
- Samsung Galaxy S21+ (running Android 14 or later)
- iPhones running iOS 16 or later
- Google phones currently only support Caller Name
Further Assistance: If you continue to experience issues, please don't hesitate to reach out to our support team.
Question: Why do iPhone users need to enable a setting for branded calls to display correctly?
Answer:
Apple recently introduced a new setting for Business Call Identification in iOS 18.2.1 and later. This setting must be enabled for BCID branding (caller name and logo) to display correctly on iPhones.
To check if the setting is enabled:
- Open Settings on your iPhone.
- Go to Phone > Call Blocking & Identification.
- Look for Business Call Identification.
- Ensure that Primary (T-Mobile) is toggled ON under Carrier Call Identification.
If this setting is turned off, branded calls may not display correctly on iPhones.
Important Notes:
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Who does this affect?
- This setting applies to iPhones running iOS 18.2.1 or later.
- If a user is on iOS 17 or an earlier version, they will not see this option.
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What about new devices or software updates?
- For new iPhones and iPhones that receive an update to iOS 18.2.1 or later, this setting will be enabled by default.
- This means most users won’t need to manually toggle it on unless they previously disabled it.
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Why did Apple add this setting?
- Apple introduced this feature to give users control over branded call displays. If a user manually disables the setting, BCID information (caller name and logo) will not appear when receiving calls.
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Still not seeing your branding?
- If branding still doesn’t appear after enabling the setting, check with your carrier to confirm that BCID is properly configured on your account.
For further support, contact our team.
Question: Does my logo need to be a registered trademark to use it with Branded Calling?
Answer:
No, your logo does not need to be a registered trademark. While using a registered trademark that belongs to your company can speed up the approval process, it's not mandatory.
We understand that companies use logos that may not be officially registered (these are sometimes called "common law" trademarks). Our verification partner will carefully review your logo, whether it's registered or not, to make sure:
- It accurately represents your company.
- It doesn't infringe on another company's logo or intellectual property rights.
- There is a clear connection between your company (the "Registrant" - which is the entity that is registering the Branded Calling profile) and the logo you provide.
Even if a portion of your logo is trademarked, but the full logo doesn't fit the required size for Branded Calling, that partial logo may still be acceptable. The main goal is to ensure the logo accurately identifies your company and doesn't mislead anyone.
Question: Can I choose any reason I want to display when I make calls using Branded Calling?
Answer:
No, there's a list of approved call reasons you can choose from. These reasons have been approved by the CTIA, which is a trade association that oversees the Branded Calling Industry Best Practices. Also, the phone carriers (the companies that provide phone service, also known as "Originating Service Providers" or "OSPs") and their partners must support the call reasons you choose.
If you'd like to use a call reason that isn't on the list below, let us (NumHub) know. We can submit a request to add new call reasons for consideration.
Here are the currently approved call reasons for use with Branded Calling:
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Question: I'm a phone service provider (an "OSP") authorized to use Branded Calling, and I manage my own phone numbers. Do I still need to submit a Letter of Authorization (LOA) to NumHub to prove I control those numbers?
Answer:
Yes, even if you manage your own numbers, an LOA is still required for the Branded Calling verification process. The LOA serves as proof of two important things:
- You, as the phone service provider (OSP), have control over the phone numbers you'll be using for Branded Calling.
- You have given your company permission (authorization) to use those numbers for Branded Calling.
You (as the OSP) will fill out the LOA. Then, companies like NumHub, which are authorized onboarding partners, will use that LOA as part of the application process to verify your Branded Calling profile.
Question: As a phone service provider (OSP) using Branded Calling, how will I be billed for the required security certificates?
Answer:
The security certificates required for Branded Calling are provided by the Branded Calling ID (BCID) LLC. However, you won't be billed directly by them. Instead, your "Signing Agent" (the company that helps you implement the technical aspects of Branded Calling) will handle the billing for these certificates.
Here's how it works:
- BCID LLC bills your Signing Agent for the certificates.
- Your Signing Agent then includes the cost of these certificates as a separate line item on your regular monthly invoice. Any applicable sales tax will also be included.
- You'll be able to see details about your certificate usage, pricing, and terms within your Signing Agent's interface/portal.
In short: You'll receive a single bill from your Signing Agent that includes both your regular service fees and the cost of the Branded Calling security certificates.
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