How to have a call queue forward but keep the original callers number

Daniel Kaliel 1,241

We have a call queue setup for support, Tier 1 and Tier 2. If Tier 1 doesn't pick up the caller is forwarded to Tier 2, but it replaces the callers' number with that of Tier 1, so Tier 2 never knows who is calling. How can we set it so that the original callers' information is also passed along or, if not possible, what is an alternative to a call queue?

1 answer

LiweiTian-MSFT 14,945 Reputation points Microsoft Vendor

2023-07-14T02:02:22.5966667+00:00

Hi @Daniel Kaliel

The documentation states that The outbound phone number that's displayed is determined as follows:

For Calling Plan and Operator Connect numbers, the original caller's phone number is displayed.

For Direct Routing numbers, the number sent is based on the P-Asserted-Identity (PAI) setting on the SBC, as follows:

a.If set to Disabled, the original caller's phone number is displayed. Disabled is the default and recommended setting.

b. If set to Enabled, the resource account phone number is displayed.

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.
Please sign in to rate this answer.
LiweiTian-MSFT 14,945 Reputation points Microsoft Vendor

2023-07-17T01:07:15.8533333+00:00

Hi @Daniel Kaliel

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!

Daniel Kaliel 1,241 Reputation points

2023-07-17T22:41:33.71+00:00

I don't have a PAI option in the SBCs.

Daniel Kaliel 1,241 Reputation points

2023-07-17T22:44:28.24+00:00

I found the PAI in the SBC and it is set to disabled but the caller ID of the incoming call when transfer from one call queue to another call queue is the originating call queue not the caller.

LiweiTian-MSFT 14,945 Reputation points Microsoft Vendor

2023-07-18T01:01:53.5433333+00:00

Hi @Daniel Kaliel

Please contact your carrier to see if there are certain rules set up with them that are causing the issue.

We will also conduct further research and testing on your problem, and if there is a better solution, we will contact you as soon as possible.

Thank you for your understanding and support.

Daniel Kaliel 1,241 Reputation points

2023-07-18T22:21:20.5266667+00:00

I have a resource account configured with a phone number associated with call queue 1 because I think that is the only way for it to know what number applies to the queue. When call queue 1 forwards that to call queue 2, is it replacing the original called in number with the resource account associated with call queue 1?

LiweiTian-MSFT 14,945 Reputation points Microsoft Vendor

2023-07-19T09:41:12.86+00:00

Hi @Daniel Kaliel

To make sure that the correct caller ID is displayed to the call recipient, configure the SBC to either remove the header from the SIP options message or modify its contents.

If the problem still occurs after the modification that the original call number will be replaced after the call is forwarded from call queue 1 to call queue 2, we think this may be due to Microsoft's design.

To get this feature more quickly, you can send a feedback directly to Microsoft to add it in future updates.

To send a feedback in Team you can select the Help button at the bottom lower-left of Teams and then choose Suggest a feature or Give feedback to tell to Microsoft what you think.

Many features of our current products are designed and upgraded based on customers’ feedback. With requirements like this increase, the problem may well be released in the future.

Thanks for your understanding and support.

LiweiTian-MSFT 14,945 Reputation points Microsoft Vendor

2023-07-24T07:36:03.7166667+00:00

Hi @Daniel Kaliel

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!
Sign in to comment

Share via

How to have a call queue forward but keep the original callers number

1 answer