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...
ITSourcePro Any luck on your end or are you still dealing with this as well? Thanks in advance
SixStringPicker I'm still dealing with this as well. Oddly, they have CNAM working on User Lines but not Service Lines (Auto Attendant and Call Queues). My only solution seems to be using a Direct Routing Partner like CallTower or someone like that. I know Microsoft gets their PSTN circuits for their Calling Plans via Bandwidth.com. Since it works via Direct Routing Partners to the Auto Attendant and Call Queues, my guess is somehow Bandwidth.com isn't passing the CNAM info to MS on Service Lines?? Maybe ThereseSolimeno can see if this is the case from the backend team. I imagine the Teams Calling Plans is essentially Bandwidth.com via Direct Routing behind the scenes. I could be wrong.
ThereseSolimeno Thanks for the update. Is it possible that this might be an issue with Bandwidth.com not passing CNAM info to MS on Service Lines? Since we know it works via other Direct Routing providers through the same Auto Attendant and Call Queues in the Teams Admin Center?
Regarding the 2 UserVoice links. One is for Outbound CNAM, which we can email PTN@microsoft.com to apply the outbound name. Regarding the Inbound CNAM, I linked one at the top of this thread that has 333 votes for the same issue, but 'Alex (Teams Engineering, Microsoft Teams)' flagged it with "Try this instead" which doesn't address the issue at all. Do you know Alex and could she update that UserVoice? Finally, UserVoice is being shut down shortly and they directed any feedback to this TechCommunity message board...
Thanks again for trying to get some answers on what's going on. I know you're busy.
ThereseSolimeno Thanks for the update. Is it possible that this might be an issue with Bandwidth.com not passing CNAM info to MS on Service Lines? Since we know it works via other Direct Routing providers through the same Auto Attendant and Call Queues in the Teams Admin Center?
Regarding the 2 UserVoice links. One is for Outbound CNAM, which we can email PTN@microsoft.com to apply the outbound name. Regarding the Inbound CNAM, I linked one at the top of this thread that has 333 votes for the same issue, but 'Alex (Teams Engineering, Microsoft Teams)' flagged it with "Try this instead" which doesn't address the issue at all. Do you know Alex and could she update that UserVoice? Finally, UserVoice is being shut down shortly and they directed any feedback to this TechCommunity message board...
Thanks again for trying to get some answers on what's going on. I know you're busy.
- 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.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
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.
- ITSourcePro Thank you for all the detailed info!!!! You just answered nearly all of my questions. I'm going to try to stick it out with MS Calling Plans but will have to switch to Direct Routing if this does not become a priority for MSFT.
ThereseSolimeno Thank you in advance for any updates to the questions from ITSourceProI passed along your latest comments to the PM, who said he will share them with the features team.
- Can any of you think of alternate ways of routing incoming calls (main number) to a receptionist and 3 common area phones, consult then transfer those calls to internal person, so that incoming Caller ID name will be displayed?
