Forum Discussion
Caller ID Names (CNAM) support for Auto Attendant and Call Queues
Caller ID Names currently work with dialing direct to the users' phone numbers but does not work when calls come into their mainline to an Auto Attendant or Call Queue. Is there any chance that the following roadmap would also address this major issue??
Reverse Number Lookup Enhancements (Q3 CY2020)
https://www.microsoft.com/en-us/microsoft-365/roadmap?featureid=64405
It's also listed on the UserVoice Forum marked as 'Try this instead'. Telling us on Feb 2020 to upgrade the phone firmware to the latest version, but that also doesn't address the issue.
Display incoming caller Id when callers dial a call queue:
I also have a case open with MS Support (21101861) which I just got the following response:
The call transferred from Auto Attendant to the below will not show the caller name of the caller only the telephone number. This is by design behavior
• Operator
• Teams user
• Call queue
This has been the #1 complaint about deploying the Teams Phone system and seems like it would be a basic feature of any phone system currently. I know I just missed the AMA last month for Teams but is there anyone on this forum that can help get this on the roadmap or know Alex (Teams Engineering, Microsoft Teams) on UserVoice to perhaps change the 'Try this instead' to something else, somehow I feel like making it that status takes it off the radar of the Teams Development team.
Thanks!!
Jason
61 Replies
- I just got MS Teams calling plans. Caller ID names for incoming calls don't show from auto attendants or call queues.
- Has anyone seen any improvements? Still an issue AFAIK. MS just published a new update to Teams Phone Devices that mentions "Issue of resolving caller id on call queue calls has been fixed". MC672753. I wonder if this applies to Teams clients as well...
ITSourcePro Any update on this, we use MS Calling Plans and it definitely isn't working for us
- Just realized this is still an issue for a client we recently moved to Teams Voice, and besides a variety of other features they miss, this is a pretty big one. Is there any official word on this? All the links to vote/request the feature don't seem to be live anymore.
- Yes, l can confirm this is still happening. No updates on news on the matter?
ITSourcePro any updates on this issue?
pico1 Call queues - together with CNAM based lookup of the contact have started working in the Dynamics 365 embedded dialler in the past few days. So, it looks like it is now working under the hood and it is probably worth playing around with your specific scenario to see if you can make it work.
ITSourcePro What is strange for us is that I see the CNAM and everything as expected on the Teams Desktop client, but not on the Yealink MP 56 phone. Caller ID on the desktop is great, it shows Call for XYZ Calling Queue, then below that the CLID and CNAM (confirmed - these are not callers in our AD). At the same time, the Yealink just shows "Unknown Caller for [our company name] and the CLID". How strange is that? Clearly Teams is receiving and passing the information. I have no idea why it is different on the handset.
charlesbw I have noticed the exact same thing. I have a Polycom phone, and the desktop app shows more than the phone does. However, this is for a user line for me. If I want this information to show that comes from a Service line, in other words, one that goes through an Auto Attendant, Call Queue, or both, you get nothing. This is what drives my customer nuts that have Teams Phone.
- Same issue at the main topic - Any update on this? It's been almost 2 years of us using Teams and we still only get Caller ID CNAM if someone directly dials a user's teams' number. If it hits our Main attendant and transfers to an extension or to a call queue, we only see the number. No name. We had planned on offering Teams voice to clients but because of this none of them would accept it.
ScottFromTeamsCalling Any word on the implementation of CNAM support with service numbers?
I'm in the same boat... it's always sad when such a basic functionality seems to linger for... well, so long as this. Adding my voice to the chorus. Currently nothing comes through the autoattendant.
- I have the same problem, and it also affects the use of inbound calling using MS Teams integration with Dynamics 365- record pop works fine when the call is direct to the users number but, there is no CNAM to pop the record when the call is handled via a call queue. Very annoying and a huge limitation.
- How is this still an issue all this time later.
We are trying to migrate our customers to Teams for voice but this basic function is stopping us from doing so - Yes we need this.
I am adding my voice to this request also. I recently moved an SMB company to Teams calling and they are very upset that CID Name won't come through on the service numbers. We need this fixed in order to sell new customers. This has been part of basic phone systems for 25+ years.
