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...
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.
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.
YouGotServered What company did you go with and does it cost more than the Microsoft plans. Like several others in this thread, if Microsoft doesn't fix it the people in my company will pressure me to change to a different platform
YouGotServered Thanks. I am definitely going to check them out. Their website looks promising.
Claib1BCMOne. It's about the same as the domestic calling plan from MS. A bit more expensive when you factor in the audio conferencing license that you get for "free" with the Microsoft 365 Business Voice license. If your users don't need it, then the cost is comparable. We found that out of 110 users, only 4 needed Audio Conferencing, so a whipping $16 per month.