Numbers don't display in incoming calls

[dro-aim]

Hello,

We have an issue during an incoming call, before we accept the call we see the notification but we don't have the caller number so we can't know who is calling. 

We only know the caller number after accepting the call. It's happening randomly with external and internal callers.

We already tried to reinstall teams, clear the cache and also disabling the GPU acceleration but it didn't fix the problem.

Do you have any idea ?

Thanks in advance

[#2]

Are you facing this issue with Teams on Mobile ?

Please check Manage caller ID policies in Microsoft Teams  admin center

https://docs.microsoft.com/en-us/microsoftteams/caller-id-policies

[#3]

@limson louise 

Hello thanks for your reply. We are using Teams only on workstations. 

I checked the caller ID policy which is set to the default one :

So I think it should display callers number. 

Also, this problem is not happening all the time, sometimes it works and sometimes the number doesn't display.

Thanks

[#4 · Accepted solution]

@dro-aim   Are you using Direct Routing or Microsoft Calling Plans?

If Direct Routing, please ensure the Calling Number on your SBC is being sent on in E164 format.

[#5]

@fowler_23 Hello, we are using Direct routing.

Thanks