Calls on behalf of callqueues are always Anonymous

[SanderKlappe]

We have noticed that for all our users when they calll on behalf of a callqueue are calling "Anonymous". We have assigned resource accounts to the callqueues that have valid phone numbers. We have added the resource accounts the right way (Assign callier ID).

Users in the callqueue are able to call on behalf of the resource account. In all cases the caller ID on the recieving side sees "Anonymous" of "Private" instead of the number of the resource account. This worked fine till about a week ago.

This is completely seperate from the assigned Caller ID policy of the user. When we assign the same resource account in a Caller ID policy and assig the policy to a user, the numer of the resource account does show at the receiving end.

There seems to be a problem with the "call on behalf of a resource account" setting in all queues. We have tried several queues, resource accounts.

[#2 · Accepted solution]

It seems that resource accounts also use the Global Default Caller ID Policy, although this is not visible or changeable in the Teams admin center, only through Powershell. . We have assignes a different Caler ID to all resorurce accounts and that has solved the problem.