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
- ThereseSolimeno
Microsoft
Hello ITSourcePro I passed your comments along to the Calling program manager and his response was "It's a great feature request, I'll bug it." Thank you for taking the time to express your thoughts.
This request has been added to the Feedback Portal now that the UserVoice is gone, please up vote this:
Caller ID name not displaying for incoming calls in call queue -
https://feedbackportal.microsoft.com/feedback/idea/c1b2f234-8e75-ec11-a81b-002248502c99
-- Thanks, Flavio Carballo and Mark Jorgenson (Auto Attendant), for getting this started!- CNAM seems to be working in my call queues now. I am in the UK others in other regions might like to check and report back here whether they are seeing the same results.
ThereseSolimeno Any way we can get an update from the calling program manager on this request? Thanks! This is a heavily desired request within our Organization.
ThereseSolimeno Any update on this request? Is there a enhancement request for this somewhere that we can track? Thanks!
- ThereseSolimeno
TylerStorlie I'll see what I can find out but the PMs are pretty busy so it may take a few days to get a response.
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.
- 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 any updates on this ?
- Adding my Plus 1 here. Would love to have this addressed as we just migrated to business voice and after setting up the call queue this is driving me a bit bonkers since I don't have phone numbers memorized.
- Yes we need this.
- 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 I've almost completely deployed Teams to a client and if callerID reverse lookup functionality doesn't improve, it may be a deal breaker for them. The ability to know who is calling through call queues is critical to their business. Any updates are appreciated.
- We would like to see the cnam not just the number passed through as well. This is one of the largest user complaints. No one knows anyone's number anymore. Everywhere else we are using names not numbers.... Why not here? Why?
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.
