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 f...
ScottFromTeamsCalling
Microsoft
MicrosoftHey everyone - thanks for this feedback, and apologies for the delayed reply on this thread. It was just brought to my attention. My team at Microsoft owns the calling experience for Teams. The note above about whether or not the CNAM is available to us is the key one. We will be circling back to determine if this something we can fix. We've made a ton of investments to ensure that we provide the right name on incoming calls to individual users, and we will look closely at this to see if we can do the same thing for service accounts. I'll get back to this thread as soon as we've been able to determine if the CNAM is available to us so that we can display it on incoming call toasts. Thanks to everyone who has weighed in on this thread with the feedback. We really appreciate hearing about the problems and are committed to looking for solutions.
ScottFromTeamsCalling AWESOME! Thanks for replying!! This will be such a relief once this issue is figured out! I look forward to seeing what you find out. Thanks again.
- I wonder whether there will be any movement on it associated with the release of this feature https://www.microsoft.com/en-gb/microsoft-365/roadmap?filters=&searchterms=86992 It relates to outgoing CNAM whereas the issue that is causing so many problems is with inbound CNAM. I guess at least somebody at MS is doing something with CNAM. It is certainly very strange if they are doing more advanced outbound CNAM control features while failing to fix what I agree is a fundamental problem with inbound CNAM. The integration of teams calling with Dynamics 365 is due to go GA in August https://docs.microsoft.com/en-us/dynamics365-release-plan/2022wave1/sales/dynamics365-sales/capture-every-interaction-customer-provide-real-time-business-insights-top-conversation they will quickly have a lot of large customers screaming at them if inbound CNAM isn't working across call queues at that point
- Any update on this issue? This is a vital function that companies need.
ScottFromTeamsCalling Has this been fixed yet?
Is there any update on this? I just converted 50 people over to Teams Voice (12 call queues) and they are now rioting!
Please help!
YouGotServered ongoing saga 😞
- Is there anyone from MS who is willing to work on this with us?
- ScottFromTeamsCalling any chance we could get an update on this issue from you or anyone from MS?
- Likewise, huge pain point for us and happy to help the MSFT Teams team fix this. Entire Customer Service department is hounding me about this.
- Hello - I can confirm we have this issue too. Calls that come in through an AutoAttendant are stripped of caller ID and only phone number is displayed. Also a big deal for the Caller ID to persist through a transfer. Current workflow is: Autoattendant > Call queue > Answered by receptionist > consult then transfer to employee. Caller ID needs to persist all the way through the transfer. Getting TONS of complaints about this after the rollout and this is one of the biggest items causing frustration from users and is on the list of reasons to ditch teams from management. I want to make this work and am more than happy to work with you directly ScottFromTeamsCalling to find a resolution. Any win buys us more time with management to work out the other issues.
- ScottFromTeamsCalling
ITSourcePro I circled back with our development team yesterday. In theory, we think this should already work. So if you're not seeing the CNAM show up in toast, we're not sure why. Can you help us by providing some Debug logs? There are instructions for getting logs from the client here: Use log files in troubleshooting Microsoft Teams - Microsoft Teams | Microsoft Docs. The key would be to reproduce the problem, then generate the Debug log files (using Ctrl + Alt + Shift + 1).
