PSTN Reverse Number Lookup (show username from Address book not PSTN number) in Teams Toast and Call History
When a PSTN user calls you on Microsoft Teams, if the number is in the address book I would like to be presented with the users name on the toast, not just the PSTN number. The same for call history or anywhere else a PSTN number appears in the client
Just following up to let you know we are making progress on this feature and will post when we have more news to share.
This really is a must have feature! Phone number should be visible in all circumstances (direct, call queue, auto attendant, transferred call) and the number lookup should be performed in all scenarios.
The phone number should also be available via API to enable advanced integrations (like number lookup in CRM)
I am very surprised that such a basic feature is missing. While reverse number look up for the caller id seems to work for direct PSTN to Teams calls, its missing for call queues/auto attendant. I even logged a support ticket as assumed it was broken!
This is a fairly substantial OpSec concern for anyone depending on resources like this. For there to be no update/progress since February 2020 leaves customers wondering if the partnership between Microsoft and their customers is getting the prioritization this requires.
Any eta on when this will be released?
Peter Almer Frederiksen commented
We also need to be able to do reverse look up on any phone number on the users AD contact card, by typing any part of the number in the search field. Just like in the Skype for Business client.
Traci Herr commented
Does this include RNL for Dial-in Conference participants?
Please Microsoft! Listen to us, your customers!
Please add this feature
We need a reverse lookup for Contacts in Exchange Online Shared Mailboxes / Public Folders / Exchange Contacs and non-Standard Outlook Contacts. As well Azure Activity Directory Users.
Graeme Campbell commented
Surely this is just some sort of PAI lookup?
teams looks to only support the CID (e164) component of the PAI. Other systems essentially lookup the CID, and then prefix the CID with the text. Not sure if this can be handled from the SBC level on direct route systems??
Chip C commented
We're getting wrong names displayed because our enterprise pbx lists a single 10-digit caller id for any outbound call, and an arbitrary or random "matching" name from the organization is displayed. The assumption of one-to-one matching of phone numbers to people is flawed. For contact entries where an extension is shown, it should not match the 10-digit number to a particular address book entry.
John Davies commented
As it seems unclear whether this feature is available or not, I've been trying to test it as part of our Business Voice trial in the UK. None of my tests worked yesterday at all. But, having left some test data in Azure AD overnight, it has started working this morning with incoming calls to individuals. So far I have seen an AAD User's Office Phone number match and an AAD Contact's Office Phone match and their names appear on the desktop app pop-up as the calls comes in. The names even appear in Call History and on the Android app. If I make any data changes, these are not taking effect immediately or even within an hour, even including a local AD/Azure AD sync. I don't know why you have to wait so long and what you have to wait for - but bear this delay in mind if you can't get it working.
However I'm not yet seeing RNL names appear on the Teams pop up when incoming calls are routed via a call queue. But I seeing names appear when calls are routed to an individual by the auto attendant after the caller dialled an extension number.
Bryn Palmer commented
Pulling numbers from AzureAD automatically is definitely a need for us and is the only thing holding us back from a full Teams migration. The only entry on the Roadmap (53937) is labeled as Launched Q4 2019 which is also confusing.
please try this guide when creating the contacts:
Does this issue appear only with AAD Contacts or also with outlook Contacts?
Ron Tanner commented
I thought I saw a release note that said the caller name would show in history soon. Still not working although on my iphone I see it.
Claudia Price commented
Thank you! I am getting a lot of complaints about not seeing the caller ID name in the History. It would be nice to see both in the History the caller ID number and the name.
Been two months since the last comment from the MS engineering team. Are there any further updates?
We'd like to look up an incoming call in our database first and display information about the customer! If no information found we next will try look up in a public phone directory and display company name and address from there!
I tried to find a way with Teams and even through Graph API, but there seems no way to hook into an incoming call and get the number! Any information?
Rene Stolte commented
It works with iOS and Android but we are still waiting for the RNL with windows.