SOLVED

Teams Call Queue Agent- outbound number

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Occasional Contributor

Is there a way to have an agent have the Call Queue number show as their Caller ID when they dial out when they are logged into the Queue and their own DID show when not logged into the Queue?

I understand that Anonymous sends no ID.

1 Reply
best response confirmed by DayneJake (Occasional Contributor)
Solution

Hi @DayneJake, it depends on what type of PSTN calling you are implemented. For Teams Direct Routing there is currently no option out of the box to implement this function.

If you are using Microsoft Calling Plans and requested service numbers by Microsoft, you can use the Caller ID Policy in Teams Admin Center:

Manage caller ID policies in Microsoft Teams - Microsoft Teams | Microsoft Docs

Here you can select the according service number as outbound calling number for your agents and you can select, if agents are able to override the policy for specifique calls.