Forum Discussion
Microsoft Teams Direct routing and external contacts
When external contacts are added or synced they are shown as telephone numbers instead of the name associated with it. Amongst others this is the case under quick dial. If you go to recent calls it's shown as the name. Tested on an xcover totally locked down, teams in a work profile on another android device.
This is not the case on an iPhone SE 3 with company portal with teams. There under quick dials and contacts it's shown as the name of the external contacts.
As you might imagine this is going to pose quite the hassle to our users that have to call with non organisation external contacts.
Please advice :-)
Hi,
I'm not sur if my answer will help you but I also use direct routing, with SBC hosted by phone provider. When external number call the number of a user (assigned in Teams), and the external number is save as a contact, the name of the contact is not shown. Only the phone number is displayed.
The reason is that when calls are routed via a Session Border Controller (SBC) to Teams, Teams relies on the Caller ID information provided in the SIP headers from the SBC.
If the SBC sends only the phone number without mapping it to an internal identity, Teams will display just the number since it has no way of associating it.
Teams Phone System Direct Routing: SIP protocol - Microsoft Teams | Microsoft Learn
Hi TristanDev,
Thanks for the information. This sounds rather logical. I am just not entirely convinced why it does work on the iOS Application and on the YeaLink devices. You have an idea what the reasoning behind this might be ?
