To solve issues with Caller ID, I would like to walk you through how our Caller ID feature works.
We download to your device some thousands of most recent contacts and leads from your Salesforce when you install Salestrail. Due to storage efficiency, we don't download all of your Salesforce contacts and leads. Then, when you make / receive a call, we match the numbers with the Contact / Lead that we can find from the downloaded data.
Therefore, if Salestrail doesn't display Caller ID for some contacts / leads, it's likely because those contacts / leads are very old ones. Which means, Salestrail didn't download their data to your device.
Another possible reason is the data is being downloaded. After installing Salestrail, it might take up to one hour to download data for Caller ID. In this case, please patiently wait!