Microsoft Teams Direct routing and external contacts

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.

https://learn.microsoft.com/en-us/microsoftteams/direct-routing-protocols-sip#from-header