SOLVED

Numbers don't display in incoming calls

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New Contributor

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. 

15a3881d1b0ad89064af65b0ab4bcbfe.jpg

 

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

4 Replies

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

@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 :

dro-aim_0-1595838904008.png

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

Best Response confirmed by ThereseSolimeno (Microsoft)
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.

@fowler_23 Hello, we are using Direct routing.

 

Thanks