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Caller ID and Direct Routing

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Ben Lockwood
Contributor

We have setup Direct Routing with an AudioCodes virtual SBC.  The caller ID information is currently not passing to Microsoft Teams.  Is this a known issue or is there a configuration piece missing?  Thanks!

49 Replies
It doesn't work even with Microsoft's PSTN call in. Client doesn't quiet support it yet.

Hi @Ben Lockwood

 

What do you mean by Caller ID? Are you referring to the Calling Line Identity phone number or Display Name? 

 

Currently Direct Routing does support sending the number of the user who placed the call unless that number was set to appear as anonymous or as another service number by tenant administrator. 

 

What is currently missing and work underway to resolve is Calling Name Display included in the From field. 

I meant if I call any other PSTN from my cell phone it shows my name and my number.  In Microsoft Teams with Direct Routing it is showing only the phone number and not passing the name information to the Teams client.  In working with AudioCodes they said that the SBC is passing that information to Microsoft.  I get bombarded my sales calls so I tend to screen my calls using the names that come in on calls to determine whether I want to answer the call or not.  Moving to Microsoft Teams I have now lost that ability.  It also doesn't seem to have the ability to look at Contacts or Exchange to look up any names either.  Once they have these little features ironed out it will be much more usable as an actual phone client than it is now.

@Ben Lockwood

Thanks for the great feedback. We do have plans to implement both items, passing name to Teams when available in the inbound invite From field as well as RNL against Exchange and Contacts. 

 

I don't have an ETA for this changes but we do understand the importance of these features. 

These are mandatory functions to gain user acceptance. Please increase the priority level.

Hi @Carolyn Blanding (MS TEAMS) 

 

Is there any update on progress of this?  Until Teams is capable of displaying caller name there is no way we would get any buy in from our general users.  Thanks!

any link to feature about teams client to lookup mailbox contacts for incoming calls regarding the incoming phone numbers?

Understood Ben. I don't have any ETA for this yet but do know it's actively being worked on and the priority is understood.

Any news on this? This is really the most annoying point in our POC with teams. You want to switch to a modern tool and parity with S4B is promised. And then I only see the phone number and have to find out who this number belongs to, with every missed call first.

Getting closer. Currently testing reverse number lookup against recipients contacts. 

I can see it! :thumbs_up:

Excellent. Thanks for sharing.

Ours is working for looking up against a user who has contacts saved in their Outlook.  It does not however lookup against Exchange.  Will it be able to lookup against Exchange in the future?  When will caller ID passed by PSTN start working as well?

What do you mean against Exchange? 

 

Currently RNL works against contacts stored by user in Teams A-Z contacts in Calls tab. These contacts will be synchronized from user's Exchange mailbox contacts store if the user mailbox is home online for now until support for contacts are available in on premise mailbox; see here for more about feature capabilities with Teams and Exchange How Exchange and Microsoft Teams interact

 

We do have plans for support inbound CNAM from SBC to Teams. No ETA on this; under investigation. 

What I mean by Exchange is the Global Address List.  It currently will only resolve the name if I have added the user to my personal contacts in Outlook.  It will not resolve all people in the GAL.

Got it. RNL against Azure AD is planned. 

Is there a timeline on when we can expect this?

Sorry I don't have an ETA for either to share at this time. 

Any news on RNL against Azure AD?

 

I am with Teams Direct Routing but the caller name display is not shown when contact is existing.
Will the Caller Name Display feasible in the coming future?

 

 

   

 

 

 


@ wrote:

Hi @Ben Lockwood

 

What do you mean by Caller ID? Are you referring to the Calling Line Identity phone number or Display Name? 

 

Currently Direct Routing does support sending the number of the user who placed the call unless that number was set to appear as anonymous or as another service number by tenant administrator. 

 

What is currently missing and work underway to resolve is Calling Name Display included in the From field. 


 

Hi @Carolyn Blanding (MS TEAMS)  is there any updates that you can provide in regards to this?

Anyone heard anything about getting Caller ID working with Teams yet?  We've been using Skype for Business online with Microsoft PSTN for several years and are ready to migrate to teams, but as someone else has mentioned, Caller ID is a must have to gain user acceptance. 

@Andrew Schwalbethis is still an issue for us.  We want to move to Teams, but this issue is completely blocking us from moving users to Teams from our 11 year old PBX that has this functionality.

Any news, regarding RNL against Azure AD? We've been waiting far too long for this basic functionality.

@Carolyn Blanding (MS TEAMS)   Any update on this?  Teams is not a viable phone solution until it is able to simple caller ID.

Hi Ben, I don't have any specific ETA to share at this time but engineering is very much aware of the importance of this feature and are working on it. Will be coming relatively soon.

@Carolyn Blanding (MS TEAMS)  

 

any news regarding RNL and even Number Lookup in Azure AD from Teams?

Waiting for this...

I don't have any specific ETA to share at this time but engineering is very much aware of the importance of this feature and are working on it. Will be coming relatively soon.

@Carolyn Blanding (MS TEAMS) Thanks for your really fast reply. But can you tell me if this is in a timeframe "this year" or even better Q2/Q3 2019?

 

Are there any other options to make global contacts available to teams phone users?

@Daniel Jelinek 

 

You are welcome. I could never communicate a date until it appears on official roadmap because although engineering has specific targets unexpected roadblocks can occur to change those targets. I think its safe to say that soon indicates this year and earlier than later. 

By global contacts available to Teams users, do you mean Azure AD contacts, as opposed to user's own mailbox contacts? 

@Carolyn Blanding (MS TEAMS) 

Yes, that's exactly what i like to do. When I search in Teams for contacts i find only my outlook contacts. i like to search in Azure AD for "company contacts".

@Daniel Jelinek 

 

That feature is definitely on the engeineering road map. Again no specific ETA to share. 

Hi Carolyn, are there any updates that you can share?

In my case, the on-prem (direct routing) number is assigned to user, caller id is visible.

But if it is assigned to call queue, then it says "anonymous", after answer/takeover the call, it is again visible. Using Microsoft Teams - Windows 10 desktop app.

Any update that you can provide?

@hkusulja We also see the same thing - using Ribbon SBC.  Caller ID is showing as anonymous when passed through to Call Queue with direct routing.   Can you confirm which SBC you are using?

@GlennL @Ben 

I'm not seeing in this in testing. I have Direct Routing # assigned to AA/Call Queues. For Call Queues, when Agent's pick up they see both the Call Queue name and the Caller's Number, or Name if the Agent has a contact record for the caller in their Teams client. 


The original question had nothing to do with AA or call queues. We are still not seeing any caller identifications passed from any PSTN calls or exchange lookup for any calls on a direct call. Please let us know timeline on that and not random posts having nothing to do with the original post

@Ben Lockwood+1 to this issue. We moved a few people from the legacy phone system to Teams. They like everything except that they don't know who is calling. It's a non-starter for rolling this out company wide.

@hkusuljaI was able to somewhat solve this by making sure that calls from the SBC through direct routing are using 10 digit numbers in the SIP FROM field. I at least now get calls to the call queue showing the full 10 digit number and not "anonymous". Hope this helps.

@Kade Cole 

 

Thanks for sharing. Indeed, as a best practice you should use globally unique numbers for Direct Routing in all URI's. Certainly for successfully matching for Call Blocking, or for successful Call Escalation, the From URI should be a globally unique number. 

 

The only place I see it being preferable to use a non globally unique # is outbound from Teams -> SBC where you want the SBC to pick up a short digit # to route to an on premise device and not need to manipulate the # 2 times. From teams and then again from SBC to on premise device. 

But inbound to Teams, all URI's, both To, From, Contact should be Globally unique #'s. 

If SBC sends phone number in E.164 format, then it is ok inside Microsoft Teams..

@Carolyn Blanding (MS TEAMS) 

 

Its coming up on a year since you said this; "What is currently missing and work underway to resolve is Calling Name Display included in the From field. "

 

Is there any update on when this will manifest results? 

 This is also an issue for my organization. I can see on my Audiocodes SBC that the caller name CNAM info is being passed to MS Teams in the invite. Teams doesn't do anything with it. 

@BrendanORegan @Ben Lockwood , @David Heighton 

 

We are in testing phase now for CNAM delivery to Teams client and will be in test phase for reverse number lookup against Azure AD/Exchange very shortly. 

 

Best regards, 

Carolyn

 

 

Has any further progress been made regarding CNAM delivery. This is the only thing my organization is waiting on for a mass rollout. The last update on 7/24 indicated that it is in testing phase, how long should we expect that to be the case? Thanks! 

Same here. Once available I'll be ready to cutover our entire org from Skype for Business Online. People at my org are ready to adopt Teams and have started doing so already for everything except calling.
Any update on this?
How is the testing going, is there any update?