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Hello,
I am currently in the middle of a PoC for Teams Voice, everything is going well. One thing I'd like to get working is Reverse Number Lookup for inbound external calls.
We have a fleet of work mobile phones, these phones are managed by Intune, the phone numbers are stored against user objects in on-prem Active Directory which is then synced to Microsoft Entra.
When one of these mobile phones calls into our teams environment it doesn't seem to do a reverse number lookup and just displays as +61 123 456 789 (external) for the incoming call.
Everything I've read has lead me to assume teams should be doing reverse number look up and trying to map the inbound number to a user or contact but this does not seem to be working:
"Phone System shows the incoming external phone number as the caller ID. If the number is associated with a user or contact in Microsoft Entra ID or a personal contact, the Skype for Business and Teams clients shows the caller ID based on that information. If the phone number isn't in Microsoft Entra ID or a personal contact, the telco-provided display name is shown if it's available."
Source: https://learn.microsoft.com/en-us/microsoftteams/caller-id-policies#inbound-caller-id-options
The phone numbers are stored against the mobile field in active directory and are in E164 format. The incoming calls look identical to how they appear in Entra.
Thanks in advance!
I found my problem, we had the numbers entered into active directory in the format of +61 1 234 567 890
once we removed the spaces and had the numbers listed in ad/entra as +611234567890 RNL began working.
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Hi @James-2859
Does every device suffer from the same problem?
This problem should be caused by the on-prem Active Directory synchronization with Microsoft Entra not being successful, please recheck whether Microsoft Entra has associated the number with the user.
In the meantime, you can also try adding the number as a contact in Teams to ensure RNL is functioning properly.
If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".
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Hello,
Yes I've checked that the number is displaying correctly in on-prem/entra, its in e164 format and looks exactly the same as the incoming call. I tried adding a contact manually and the RNL worked, it just does not seem to be performing a lookup within entra.
Great to know that the issue has already been resolved and thanks for sharing the solution so that others experiencing the same thing can easily reference this! Since the Microsoft Q&A community has a policy that The question author cannot accept their own answer. They can only accept answers by others, I'll repost your solution in case you'd like to Accept the answer to help others who encounter the same issue and read this thread.
Case Title: Help with Inbound Reverse Number Lookup with Teams Voice
Issue Symptom: When one of these mobile phones calls into our teams environment it doesn't seem to do a reverse number lookup and just displays as +61 123 456 789 (external) for the incoming call.
Resolution: Remove spaces from phone number and save again.
Thanks for your suport and patience!
Hi @James-2859
Great to know that the issue has already been resolved and thanks for sharing the solution so that others experiencing the same thing can easily reference this! Since the Microsoft Q&A community has a policy that The question author cannot accept their own answer. They can only accept answers by others, I'll repost your solution in case you'd like to Accept the answer to help others who encounter the same issue and read this thread.
Case Title: Help with Inbound Reverse Number Lookup with Teams Voice
Issue Symptom: When one of these mobile phones calls into our teams environment it doesn't seem to do a reverse number lookup and just displays as +61 123 456 789 (external) for the incoming call.
Resolution: Remove spaces from phone number and save again.
Thanks for your suport and patience!