Teams Outgoing Caller ID

Hello James,

I am a Microsoft user like you, providing solutions to community members; I am NOT a Microsoft employee.

Microsoft Teams Phone System with Direct Routing provides various options for managing outgoing caller IDs, but it does not natively support setting the caller ID to another user's number. However, you can achieve a similar effect through a combination of policies, resource accounts, and potentially a bit of customization with Direct Routing. Here are some strategies and suggestions to address this requirement:

1. Use Caller ID Policies with Resource Accounts: Although you mentioned that you can set the outgoing number to a resource account, this approach is generally the most straightforward and supported method within Microsoft Teams. Here's a detailed guide on how to configure it:

Steps to Configure Caller ID Using Resource Accounts Create a Resource Account: -In the Microsoft 365 admin center, navigate to Users > Active users. -Create a new user or convert an existing one to a resource account. -Assign a phone number to this resource account.

Assign the Resource Account to a Call Queue or Auto Attendant: -Go to the Microsoft Teams admin center. -Navigate to Voice > Auto attendants or Call queues. -Create or edit an auto attendant or call queue and assign the resource account to it.

Set Up Caller ID Policies: -In the Teams admin center, go to Voice > Caller ID policies. -Create a new policy or edit an existing one. -Under Calling ID presentation, select Resource account. -Choose the resource account created earlier.

Assign the Caller ID Policy to the Manager: -In the Teams admin center, go to Users > Manage users. -Select the manager’s account. -Go to Policies and assign the caller ID policy.

Test the Configuration: Make a test call to verify that the manager’s outgoing caller ID is set to the resource account’s number (the assistant's number in this case).

2. Configure Calling Line Identity (CLI) in Direct Routing If you require more flexibility, Direct Routing allows for custom manipulation of the Calling Line Identity (CLI). This method requires more advanced configuration and potentially working with your Session Border Controller (SBC).

Steps to Configure CLI in Direct Routing Access Your SBC Configuration: Access your Session Border Controller (SBC) that is handling your Direct Routing setup.

Create a Transformation Rule: Create a transformation rule that modifies the From header or the P-Asserted-Identity (PAI) header to the assistant's number. Example: You can create a rule that matches calls originating from the manager’s Teams account and replaces the CLI with the assistant’s number.

Apply the Rule to Specific Users: Apply this rule specifically to the manager's SIP profile in your SBC. Ensure that this rule does not affect other users unless intended.

Test and Verify: Test by making an outgoing call from the manager’s Teams account and verify that the assistant’s number is displayed as the caller ID.

3. Workarounds and Best Practices Manual Caller ID Override: Users can manually set their outgoing caller ID for each call, but this requires additional steps for each call and is not scalable for frequent changes.

Communication with Assistants: Instead of changing the caller ID, consider having the assistant handle all calls directly, or use a shared call queue.

Document Policies and Procedures: Ensure that any configurations or custom setups are well-documented for compliance and troubleshooting.

If these approaches do not fully meet your requirements, you should probably report the issue to Microsoft Support at https://support.microsoft.com/contactus/ or leave your feedback on the official MS TEAMS feedback website https://feedbackportal.microsoft.com/feedback

Hope this helps

-Stephen N.