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.
35 comments
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Nate
commented
@Alex (Teams Engineering, Microsoft Teams) - are you marking tickets as Try This Instead when they are actually deficiencies in your product, so that your reports look better? I'm seeing quite a few of your comments coded to Try This Instead, referencing vague directions, instead of actually processing the issue.
This issue effects *all* clients - Teams iOS, Mac, Windows, and integrated phone client (we use Poly CX400). There should be an option setting in the call queue setup to determine if the phone number / caller ID should be surfaced to the agent.
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Gary Frisco
commented
YES THIS NEEDS FIXED!! Drop the caller ID NAME of the CALL QUE and AUTO ATTENDANT and let the original Caller ID come in!!! PLEASE!!!!
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Kevin Mulligan
commented
We are not using devices and have the same problem on the Windows desktop version of Teams.
So, TRY THIS INSTEAD is not very helpful. -
Ben Lockwood
commented
We are only using the Teams client and this is an issue if the number of the call queue or auto attendant is a Microsoft service number. It will show only the number of the calling party.
However if the call queue or auto attendant number is a direct routing number it works correctly. When the direct routing number is called then the name and number display correctly.
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Arra
commented
This is is present in Poly CCX 500 phones. Not great for public facing numbers for reception that can't A) see the inbound CLID, or B) action the missed call
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Anonymous
commented
Same here. Using Yealink handset. Incoming call only shows the Call Queue name. It does NOT show the Calling Party A number. So I don't know who is actually calling me.
It does however work on a PC Teams client, and on iPhone IOS -
Chris
commented
This is still a problem. Latest firmware on Yealink T55A shows the queue name and NO CLID
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Anonymous
commented
please add CLID to groups, really basic functionality that's needed in any group situation, thanks
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Ryan
commented
This is a very important feature for us too. Please add incoming caller ID for the call queues. I experience this issue in the Windows Desktop Client. I do not use a dedicated phone.
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Grant Charsley
commented
We have just moved over to Teams Voice yesterday. I've noticed that calls to the Mainline Call Queue are showing me which queue they are in, but the caller number is not showing. When is this feature going to be added? I know the votes here are small, but it's vital and makes sense for most business with Queues.
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Carl France
commented
We are experiencing the same problem with our Yealink T58A. The temporary solution was to create a group and make the phone user a member of the is group. Add it to the call queue instead of the user and it would appear to work okay. However this is not a proper fix.because we want a serial queue and if they are a ll a member of the group then it dials at the same time for all of them
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Colby Burrows
commented
Please enable to Teams to do caller ID from the Global Address Book, my individual Outlook contacts and and company VoIP.
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Sascha Stops
commented
On Yealink T55A with the latest firmware the problem is still present. Teams App Version is showing as 1.15.0.19110802. It shows the incoming number in the desktop client.
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Aristeidis
commented
@M We have installed that update. And I have received some conflicting info from Yealink such as: "This is a preview update" which makes no sense as it is on the Teams website.
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Aristeidis
commented
We are using yealink T58's with a relatively recent firmware. Everything is updated. can you point us to where the change was implemented? We can't reply to your comment.
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Anonymous
commented
This is very important for us to manage our operations. Please consider implementing this asap.
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Aristeidis
commented
I filed a ticket on my O365 Admin account and they pointed me here, I have not accepted this. As this is NOT feature request - It is quite clearly a bug. The person responsible escalated this so I hope we hear more.
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Tim Schoeller
commented
Unreal. What a failed product. It is mind boggling.
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Dan Monks
commented
Microsoft please add this feature. My flip phone in 1999 had this feature. It is 2020 and dont understand how this extremely common feature is not available.
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Colin Q
commented
This is a very important missing feature for Microsoft Teams.