Teams Shows Incorrect Outgoing Caller ID

Question

Hello

Please i need your help on this issue.

Teams Shows Incorrect Outgoing Caller ID.

We have a global policy in place that replaces the caller ID for outgoing calls in Teams with our central phone number.

This works most of the time. However, it occasionally happens that the recipient does not see the global phone number but instead sees the individual user's phone number, meaning the policy has not been applied correctly.

This causes significant problems for us, as only the call center is staffed. So, if the recipient calls back on the displayed number, their call will not be answered.

Answer 1

Hi @James James

According to your case description, please try the following steps to troubleshoot.

Verify Caller ID Policy Settings:

Ensure that the global policy is correctly configured to replace the caller ID with your central phone number. You can check this in the Teams Admin Center under Voice > Caller ID policies.

PowerShell Commands:

Use PowerShell to verify and troubleshoot the caller ID settings. You can run the following command to check the current caller ID policy: Get-CsCallingLineIdentity

Ensure that the CallingIDSubstitute parameter is set correctly. For example, it should be set to Resource if you are using a resource account

User Override Settings:

Check if the EnableUserOverride setting is enabled. If it is, users might have the ability to override the caller ID policy, which could cause inconsistencies.

This official document is just for the reference: Manage caller ID for users - Microsoft Teams | Microsoft Learn

In addition, it is recommended to report this issue directly to the Microsoft technical support team by opening a support request, and they can check the advanced logs and investigate the situation further. The Microsoft 365 global administrator in your Microsoft work or school account can contact the Microsoft 365 support team on the back end through a support request. Here is what your Microsoft 365 global administrator should do next:

• Submit a service request: Global administrators should create a service request with Microsoft Support to get advanced technical help and diagnostics. For detailed instructions on how to get support, see Get support - Microsoft 365 admins.
• Call Microsoft Support: For more detailed help instructions, please find the corresponding online support: Global Customer Service Phone Numbers - Microsoft Support

If you don't know who to contact at your company for help, try asking the person who gave you your Microsoft 365 user account and password. Reference: How do I find my Microsoft 365 admin? - Microsoft Support.

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