Contacts and Caller ID

I'm trying to figure out if I can change the CNAM on incoming mobile calls from "Wireless" to the person's name. I went to contacts and added the person in there but it did not work. WORSE, I subsequently was perusing my call route list and found that the person's name was added there and the action was "disconnected". I did not put the person in the call routes. Now I have no clue what "Contacts" is suppose to do. I also went to Caller ID - incoming and am unable to do anything there, though at this point, it's not clear what that is suppose to accomplish. It says "For this feature, you can see the customized caller ID for phone numbers you've changed within your Contacts" and won't allow any input. How's that for another layer of confusion. HELP!