Display incoming caller Id when callers dial a call queue
Incoming calls to a call queue should show the caller id of the person calling. It only shows the name of the call queue in Teams.
William Leung
shared this idea
For the scenarios in this item and in comments, please make sure that your admin updates the firmware for your device.
86 comments
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Cory
commented
To clarify, this is not an issue when using a direct routing number, only when using Microsoft's SIP provider (Bandwidth). MS needs to figure out the issue with them. The issue resolved after we migrated to a direct routing partner.
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Tauchen NYC
commented
I can see CNAM show on inbound calls when dialing user's DID, but does not work when calls come into their mainline to an Auto Attendant or Call Queue. Moreover, call history shows missed calls with only caller ID number, not CNAM. when will this be fixed?
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tle
commented
Display the caller ID (not name) to the call queue agents works for me, but they does not seen the callee who forward the call to the queue. That’s sucks
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Brian
commented
Please fix this. CID persistence is a very basic feature for any business telephone system.
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Cory
commented
This is a huge need and someone from the MS Teams team is under the impression that this should work already per this forum post, but they have not responded to my messages to try and work with them. Is this a feature that is in development? CID should persist through multiple AAs and CQs, to the end user, and then even through end user transfers.
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Nick
commented
This is crucial. Almost all receptionist use an auto attendant or call queue, and them not having caller ID is a huge problem. I am hearing complaints from a lot of the staff.
EDIT: The firmware is updated.
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DGC
commented
Okay so original ask is for the caller id to show up, not map it to contact book. As far as I can tell, the number does show up when a user calls the queue.
The rest of the comments are basically a new requirement. Match the incoming number to my personal phone book.
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Paul
commented
Matching a caller ID to a contacts name in Outlook should be a standard feature, customers are asking why callers names are no longer showing since moving to Teams when receiving a call queue call.
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Nate
commented
This feature exists for Skype onprem response groups. In order to move to Teams Voice this functionality needs to match.
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Alex
commented
It has been two years since this was posted and as far as I'm aware, this issues still exists. This is a huge problem and a major failure. Our users are starting to ask about a new phone system and we just implemented Teams Voice 2 months ago. Please fix this.
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Leon
commented
This ties into the issue of lack of a proper phonebook which would sort this issue out two fold and you would think relatively easy to implement?!
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Anonymous
commented
This needs resolution. Nearly every client we have is upset by this and wanting to now move from Teams voice as a result of something so trivial. The data is there, just not presented....
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Chris
commented
The lack of this feature is preventing us from moving our phone system to teams. We are an MSP and we need to see the name of the customer calling and not just the phone number.
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Alex
commented
Incoming Caller IDs still not displaying in Call Queues. PLEASE make this work.....
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Brian
commented
As we deploy Microsoft Teams Phones to additional clients, more people are asking for better incoming caller ID functionality. Phone numbers are OK, but businesses require additional info.
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Gino Pack
commented
Has it been confirmed as of yet, if the call queues can display incoming call caller ID. This seems like something basic, but does not seem to be available.
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BraddM
commented
This now works as of Jan 2021 for us on direct routing.
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Anonymous
commented
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!
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Anonymous
commented
My company just switched to Teams phones, sure wish they had done a little more research and realized how much functionality they would have to give up. Not having caller ID is insane, this has been a standard function of phones for years, seems like every time we upgrade we go further back.
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Hussain
commented
This is still an issue and a major one for most companies.
we have multiple call queues, and one user can be in more than 1 queue, so they need to know which queue is ringing before answering and who the caller is.Any updates on a fix for this MS??