wondering if someone can clarify. If i call an external number and then transfer the call to another external number so those 2 external parties can talk, this works fine. However, if i hide my caller id in Teams with this toggle: the above scenario doesn't work. I just get the below. Should this work if i, as the initiator of the call with my number hidden, want to connect 2 external parties? It works find when my number is not hidden.

Hi @ NP This behavior might be due to the way Teams processes the SIP (Session Initiation Protocol) messages involved in the call transfer. When you hide your caller ID, Teams might not be able to properly handle the SIP Refer message, which is crucial for transferring calls between external parties. For more information about factors that affect call forwarding, please refer to this document . If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Teams call transfer

NP 461

wondering if someone can clarify. If i call an external number and then transfer the call to another external number so those 2 external parties can talk, this works fine.

However, if i hide my caller id in Teams with this toggle:

User's image

the above scenario doesn't work. I just get the below.

Should this work if i, as the initiator of the call with my number hidden, want to connect 2 external parties? It works find when my number is not hidden.

User's image

1 answer

LiweiTian-MSFT 20,825 Reputation points Microsoft Vendor

2024-08-05T01:31:18.38+00:00

Hi @NP

This behavior might be due to the way Teams processes the SIP (Session Initiation Protocol) messages involved in the call transfer.

When you hide your caller ID, Teams might not be able to properly handle the SIP Refer message, which is crucial for transferring calls between external parties.

For more information about factors that affect call forwarding, please refer to this document.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.
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NP 461 Reputation points

2024-08-05T01:54:51.2333333+00:00

@LiweiTian-MSFT thanks for the inforrmation. We use operator connect. Is this still the case that this wouldnt work? Does this mean we talk to our provider for a workaround?

LiweiTian-MSFT 20,825 Reputation points Microsoft Vendor

2024-08-05T03:08:09.7433333+00:00

Hi @NP

If you want to hide your number to prevent it from being displayed on the called person's phone, we recommend that you configure the Caller ID policy in the Teams admin center.

Here you can configure your number to be anonymous or other when making outgoing calls.

NP 461 Reputation points

2024-08-05T04:34:04.0933333+00:00

@LiweiTian-MSFT thanks for the info. So i could create a resource account, assign it a number from our number pool and use that in the policy?

LiweiTian-MSFT 20,825 Reputation points Microsoft Vendor

2024-08-05T05:21:37.17+00:00

Hi @NP

Yes, just as you said.

LiweiTian-MSFT 20,825 Reputation points Microsoft Vendor

2024-08-08T02:42:38.3666667+00:00

Hi @NP

I am checking the status of this case. Please let us know if you would like further assistance. Meanwhile, if the reply is helpful to you, please try to mark it as an answer to help others who encounter the same issue and read this thread. Thank you for your understanding and patience!
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