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.
For the scenarios in this item and in comments, please make sure that your admin updates the firmware for your device.
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.
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.
This now works as of Jan 2021 for us on direct routing.
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!
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.
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??
Juha Niinimaki commented
Could it be that Teams always expects E.164 numbers?
Eric Sawatzky commented
This is a big issue that everyone using a Teams desk phone with the latest firmware complains about.
We've noticed it's the way the upstream carrier is sending the numbers. 11 digit works fine 10 does not. We have a handful of numbers with mixed upstream carriers.
Chris Cooper commented
Displays both Caller ID Name and Number in Windows 10 App. Only shows name on iOS/Android Apps. Please fix ASAP.
Same issue here, we cannot see our phone numbers either
Scott S commented
Hello Microsoft - To add to the comments. If this could please be improved on... When the incoming phone number goes through the auto-attendant and then transfers to the end user, the caller-id doesn't show up on the screen for the end user. It just shows the phone number only. However, when the call is made directly to the end user the Caller ID does show up. I would assume most people like me would only want to give out 1 main business phone number. Is it possible that for incoming calls (from people outside of Teams) that the caller id transfers through to the end user?
This does appear to be a serious limitation of call queues using on-prem numbers (not MS-own numbers). It does actually seem to be a bug because the Caller ID is available in another area of the Teams Client software once you answer the call, the TAC call logs show the caller ID and in many cases when the call comes from an international location, the Caller ID works. If anyone knows anywhere that Microsoft acknowledge this bug and/or discuss a possible resolution that would be most useful.
Only being able to use Microsoft numbers is not useful at all because many organisations do not want to change their main number to a random one assigned by Microsoft.
MS please fix!
Don Wood commented
Same here. Please let me know how to display the original callers ID rather than the call queue name.
Jon Clarke commented
I cant believe this is a real issue - its so obviously not suitable. Needs a fix as a top priority.
Same issue here... Updates?
Alex, it has nothing to do with the device firmware. This needs sorting ASAP!!!
any updates on this ? we are selling MS Direct routing calling and getting asked about this weekly !
Just tried an hunt group last week, as per previous comments caller ID not passed to desktop teams application or desk phone. Only direct dial numbers to end users seem to pass caller ID information. Any update on fix timeplease?
Matthew Nunns commented
This is required to be able to sell the service into UK companies and is something all other phone systems have as a feature, please make this a top priority!