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Call queues call history and caller ID

%3CLINGO-SUB%20id%3D%22lingo-sub-541406%22%20slang%3D%22en-US%22%3ECall%20queues%20call%20history%20and%20caller%20ID%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-541406%22%20slang%3D%22en-US%22%3E%3CP%3EWe%20have%20call%20queues%20set%20up%20to%20route%20to%20our%20support%20department%2C%20our%20forced%20conversion%20happened%20over%20the%20weekend%20and%20now%20we%20can't%20see%20who%20called%20when%20the%20call%20is%20routed%20through%20a%20queue.%20Teams%20correctly%20shows%20the%20inbound%20caller%20ID%20in%20the%20app%20when%20the%20call%20rings%20but%20this%20doesn't%20show%20in%20Teams%20History.%20Teams%20only%20shows%20the%20call%20from%20our%20Queue%20and%20the%20resource%20account%20number%20associated%20with%20it.%26nbsp%3B%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EHow%20can%20we%20get%20history%20to%20show%20the%20correct%20in%20bound%20caller%20ID%20in%20Teams%20or%20get%20a%20place%20where%20we%20can%20look%20up%20call%20history%3F%20As%20it%20sits%20right%20now%20we%20have%20no%20way%20to%20see%20who%20called%20if%20we%20get%20disconnected%20or%20need%20to%20call%20back%20a%20customer.%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-541406%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EAnalytics%3C%2FLINGO-LABEL%3E%3CLINGO-LABEL%3EMicrosoft%20Teams%3C%2FLINGO-LABEL%3E%3CLINGO-LABEL%3EUser%20Interface%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-814835%22%20slang%3D%22en-US%22%3ERe%3A%20Call%20queues%20call%20history%20and%20caller%20ID%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-814835%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F50731%22%20target%3D%22_blank%22%3E%40Nicholas%20Lyle%3C%2FA%3E%26nbsp%3BI%26nbsp%3Bhad%20the%20same%20question.%20I%20went%20to%20the%20Teams%20Admin%20Center%2C%20down%20to%20%22Legacy%20Portal%22%20and%20then%20from%20the%20Legacy%20PortalI%20went%20to%20Reports.%20All%20the%20information%20was%20in%20the%20PSTN%20Usagetab.%20I%20suspect%20this%20will%20be%20migrated%20to%20the%20Teams%20Admin%20Center%20at%20some%20point.%3C%2FP%3E%3C%2FLINGO-BODY%3E
Nicholas Lyle
Occasional Contributor

We have call queues set up to route to our support department, our forced conversion happened over the weekend and now we can't see who called when the call is routed through a queue. Teams correctly shows the inbound caller ID in the app when the call rings but this doesn't show in Teams History. Teams only shows the call from our Queue and the resource account number associated with it.  

 

How can we get history to show the correct in bound caller ID in Teams or get a place where we can look up call history? As it sits right now we have no way to see who called if we get disconnected or need to call back a customer. 

1 Reply

@Nicholas Lyle I had the same question. I went to the Teams Admin Center, down to "Legacy Portal" and then from the Legacy Portal I went to Reports. All the information was in the PSTN Usage tab. I suspect this will be migrated to the Teams Admin Center at some point.

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