Difference between an office call or a district call coming in

Question

When I am receiving a phone call, how can i tell if it is a branch client or a district client.

Answer 1

Hi @jeri silverman,

To better understand your setup, could you please clarify a few details:

• Are you using Microsoft Teams Phone or another calling system integrated with Teams?
• What do you mean by “branch client” and “district client” in your environment?
• Are these calls coming from different phone numbers, call queues, or departments?
• What information is currently displayed when you receive the call?

If possible, please also share a screenshot of the incoming call screen in Teams. Before sending the screenshot, please make sure to remove or blur any personal or sensitive information, such as phone numbers, email addresses, or names.

Once I have this information, I can check what options are available to distinguish the calls.

Answer 2

In Microsoft Teams, incoming calls can be visually distinguished based on how they are routed, but the context only describes differentiation for Auto attendant and Call queue calls, not specifically “branch” vs “district” clients.

For Auto attendant and Call queue scenarios:

• When a call comes from an Auto attendant, the incoming call toast shows:
  • The caller’s name or number, and
  • The display name of the resource account assigned to that Auto attendant.
• When a call comes from a Call queue, the toast shows:
  • The name of the call queue if the call was transferred without a resource account, or
  • The display name of the resource account if the call was transferred through a resource account.

To distinguish different “offices,” “branches,” or “districts,” configure separate Auto attendants or Call queues (and/or resource accounts) with names that clearly identify the office or district. Agents then use the display name shown in the incoming call toast to see which office/district the call is associated with.

Once answered, these calls can be handled like any other call (transfer, conference, etc.), but note that call queue calls are not forwarded based on the user’s call answering rules.

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References:

• Answer Auto attendant and Call queue calls directly from Teams