Description:
Provide native inbound caller ID name (CNAM) lookup and display in the RingCX agent interface so agents can identify callers by name, alongside their phone number.

Current Limitation:
Willow Bridge needs consistent caller-name visibility for incoming calls. Availability of a CNAM field in call data does not confirm that caller-name lookup and display are available in the customer’s agent interface.

Requested Behavior:

Display the caller’s name and phone number in the incoming call notification and active interaction view.

Retrieve the caller’s name through a supported CNAM lookup when available.

Show the phone number when no caller name is available.

Provide an account-level option to enable this capability for all agents.

Business Impact:
Caller-name visibility would help agents recognize callers, personalize greetings, and reduce time spent manually searching for caller information.

Acceptance Criteria:
When an inbound call arrives with an available caller-name lookup result, RingCX displays that name alongside the caller’s number before the agent answers and throughout the interaction.