Caller ID for Microsoft Teams handled differently when at different locations

Sam-5432 0 Reputation points
2026-09-28T13:27:47.8033333+00:00

A user reports that Teams caller ID behaves differently depending on which of our locations they're working from. At one site, incoming calls are labeled correctly: calls through our call queue show the queue's name (e.g., "Support Number calling you"), and calls to their direct line show "External number calling you." At our other site, both types show only "External number calling you," so they can't tell which line is being called. The user says both sites labeled calls correctly until a few weeks ago.Details:

  • Same laptop and same Teams account at both locations
  • Telephony: Operator Connect
  • User is a call queue agent via group

Since the device and account are the same, I'm not sure what's affecting it.

Microsoft Teams | Microsoft Teams for business | Settings | Other
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  1. Killian N 4,490 Reputation points Independent Advisor
    2026-09-28T14:07:15.5133333+00:00

    Hi Sam,

    Since the same laptop and Teams account display the call queue name correctly at one location but not the other, this does not initially appear to be an account assignment or call queue membership issue. The location-specific behavior suggests that the Teams client’s connection or network path at the affected site may be contributing to the problem.

    Normally, when a call reaches an agent through a call queue resource account, the incoming call notification should display the resource account’s display name.

    To help isolate the issue, I recommend the following tests at the affected location:

    1. Sign in to Teams on the web and test another incoming call. This will help determine whether the behavior is limited to the desktop client.
    2. Connect the laptop temporarily through a mobile hotspot or another network at the affected site. If the queue name appears correctly, the local firewall, proxy, DNS configuration, or network route should be reviewed. Microsoft notes that many Teams connectivity issues can be traced to firewall or proxy connectivity.
    3. Check that the Teams desktop client is fully updated, then sign out, restart Teams, and sign back in.
    4. Ask the Teams administrator to confirm that the call queue is still associated with the expected resource account and that its display name has not changed.

    If possible, please also compare the Teams client version and collect the exact date and time of one successful test at the working site and one unsuccessful test at the affected site. Teams administrators can use the Teams admin center and Call Quality Dashboard to compare device, network, and connectivity information between calls.

    If the behavior continues, collect the Teams diagnostic logs immediately after reproducing it by pressing Ctrl + Alt + Shift + 1 on Windows. The files are saved in the Downloads folder and can be provided when opening a Microsoft support request.

    I hope these tests help identify whether the issue is related to the Teams client or the affected site’s network.

    Best regards,

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