Forum Discussion

ITSourcePro's avatar
ITSourcePro
Iron Contributor
Aug 06, 2020

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 f...
calling
microsoft teams
ThereseSolimeno's avatar
ThereseSolimeno
Former Employee
Jan 20, 2021

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.

 

ITSourcePro's avatar
ITSourcePro
Iron Contributor
Mar 08, 2021

ThereseSolimeno Any luck finding out about this? We want to roll this out Teams Calling more and more and this is a major sticking point. Any insight would be helpful.

 

Thanks again, I know the Teams team is busy.

  • SixStringPicker's avatar
    SixStringPicker
    Copper Contributor
    Apr 05, 2021
    ITSourcePro Any luck on your end or are you still dealing with this as well? Thanks in advance
    • ITSourcePro's avatar
      ITSourcePro
      Iron Contributor
      Apr 05, 2021
      SixStringPicker I'm still dealing with this as well. Oddly, they have CNAM working on User Lines but not Service Lines (Auto Attendant and Call Queues). My only solution seems to be using a Direct Routing Partner like CallTower or someone like that. I know Microsoft gets their PSTN circuits for their Calling Plans via Bandwidth.com. Since it works via Direct Routing Partners to the Auto Attendant and Call Queues, my guess is somehow Bandwidth.com isn't passing the CNAM info to MS on Service Lines?? Maybe ThereseSolimeno can see if this is the case from the backend team. I imagine the Teams Calling Plans is essentially Bandwidth.com via Direct Routing behind the scenes. I could be wrong.


      ThereseSolimeno Thanks for the update. Is it possible that this might be an issue with Bandwidth.com not passing CNAM info to MS on Service Lines? Since we know it works via other Direct Routing providers through the same Auto Attendant and Call Queues in the Teams Admin Center?

      Regarding the 2 UserVoice links. One is for Outbound CNAM, which we can email PTN@microsoft.com to apply the outbound name. Regarding the Inbound CNAM, I linked one at the top of this thread that has 333 votes for the same issue, but 'Alex (Teams Engineering, Microsoft Teams)' flagged it with "Try this instead" which doesn't address the issue at all. Do you know Alex and could she update that UserVoice? Finally, UserVoice is being shut down shortly and they directed any feedback to this TechCommunity message board...

      Thanks again for trying to get some answers on what's going on. I know you're busy.
      • YouGotServered's avatar
        YouGotServered
        Brass Contributor
        Sep 15, 2021
        I can confirm what ITSourcePro said - going to a Direct Routing partner seems to have fixed the issue. Since Microsoft didn't want to fix the issue, we took it upon ourselves to do it.

        Microsoft uses Bandwidth for SIP trunking. For some reason, the way that Bandwidth handles service numbers (CQs, AAs) causes the CNAM to be stripped.

        We set up an account with our new direct routing partner, configured integration in our Teams tenant and set up a couple of test numbers. Within an hour, we had a working solution.

        We dialed our Auto Attendant which transferred to a call queue which then transferred to an agent. CNAM persisted all the way through. Agent then transferred to someone else in the company, and CNAM / caller ID stuck through that too.

        We are in the process of porting half of our numbers into our new SIP provider now. That will be done in a week. We'll test for a few weeks and then port the rest.

        So far, testing has been great. Quality is the same, same connection times, but now we get caller ID and we actually get a portal and great support team to help us manage our numbers instead of the garbage MS PTN and support teams. Additionally, they have really cool disaster recovery capabilities that allow you to automatically forward your trunks to one or many cell phones in case Teams goes down, or even their own SIP service.

        DM me if you want details on who we're using, but this is turning out to be the solution that Teams should have been.