MC387640 – (Updated) Dynamic Caller ID in Calls app for Call Queue Agents

Microsoft Teams logo

check before: 2022-06-16

Product:

Teams

Platform:

Online, US Instances, Windows Desktop, World tenant

Status:

Rolling out

Change type:

Admin impact, New feature, Updated message, User impact

Links:

86992

Details:

Updated November 9, 2022: We have updated the rollout timeline below. Thank you for your patience.
Call queue agents can now place calls from the Calls app using a call queue phone number, defined in resource account, as their caller ID. This ensures the call is properly identified by the recipient and that the call back number is the call queue number rather than the agent's personal line.
This message is associated with Microsoft 365 Roadmap ID 86992
[When this will happen:]
We will begin rolling out in early June and complete rollout by late January (previously late October).

Change Category:
XXXXXXX ...

Scope:
XXXXXXX ...

Release Phase:
General Availability

Created:
2022-06-02

updated:
2022-11-10

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changes*

DatePropertyoldnew
2022-11-10MC Last Updated09/14/2022 15:47:242022-11-09T19:16:25Z
2022-11-10MC MessagesUpdated September 14, 2022: We have updated the rollout timeline below. Thank you for your patience.
Call queue agents can now place calls from the Calls app using a call queue phone number, defined in resource account, as their caller ID. This ensures the call is properly identified by the recipient and that the call back number is the call queue number rather than the agent's personal line.
This message is associated with Microsoft 365 Roadmap ID 86992
[When this will happen:]
We will begin rolling out in early June and complete rollout by late October (previously late August).
Updated November 9, 2022: We have updated the rollout timeline below. Thank you for your patience.
Call queue agents can now place calls from the Calls app using a call queue phone number, defined in resource account, as their caller ID. This ensures the call is properly identified by the recipient and that the call back number is the call queue number rather than the agent's personal line.
This message is associated with Microsoft 365 Roadmap ID 86992
[When this will happen:]
We will begin rolling out in early June and complete rollout by late January (previously late October).
2022-11-10MC End Time11/30/2022 08:00:002023-02-28T08:00:00Z
2022-09-15MC prepareThe resource account used for calling ID purposes must have a Microsoft Teams Phone System Virtual User license and one of the following assigned:
A Calling Plan license and a phone number assigned
An Operator Connect phone number assigned
An online voice routing policy (phone number assignment is optional when using Direct Routing)
Learn More:
Create a Call Queue
ps://docs.microsoft.com/microsoftteams/create-a-phone-system-call-q
ps://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=8699
The resource account used for calling ID purposes must have a Microsoft Teams Phone System Virtual User license and one of the following assigned:
A Calling Plan license and a phone number assigned
An Operator Connect phone number assigned
An online voice routing policy (phone number assignment is optional when using Direct Routing)
Learn More:
Create a Call Queue
https://docs.microsoft.com/microsoftteams/create-a-phone-system-call-queue
https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=86992
2022-09-15MC Last Updated08/02/2022 19:28:162022-09-14T15:47:24Z
2022-09-15MC MessagesUpdated August 2, 2022: We have updated the rollout timeline below. Thank you for your patience.
Call queue agents can now place calls from the Calls app using a call queue phone number, defined in resource account, as their caller ID. This ensures the call is properly identified by the recipient and that the call back number is the call queue number rather than the agent's personal line.
This message is associated with Microsoft 365 Roadmap ID 86992
[When this will happen:]
We will begin rolling out in early June and complete rollout by late August (previously mid-July).
Updated September 14, 2022: We have updated the rollout timeline below. Thank you for your patience.
Call queue agents can now place calls from the Calls app using a call queue phone number, defined in resource account, as their caller ID. This ensures the call is properly identified by the recipient and that the call back number is the call queue number rather than the agent's personal line.
This message is associated with Microsoft 365 Roadmap ID 86992
[When this will happen:]
We will begin rolling out in early June and complete rollout by late October (previously late August).
2022-09-15MC End Time09/30/2022 09:00:002022-11-30T08:00:00Z
2022-08-27MC prepareThe resource account used for calling ID purposes must have a Microsoft Teams Phone System Virtual User license and one of the following assigned:
A Calling Plan license and a phone number assigned
An Operator Connect phone number assigned
An online voice routing policy (phone number assignment is optional when using Direct Routing)
Learn More:
Create a Call Queue
https://docs.microsoft.com/microsoftteams/create-a-phone-system-call-queue
https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=86992
The resource account used for calling ID purposes must have a Microsoft Teams Phone System Virtual User license and one of the following assigned:
A Calling Plan license and a phone number assigned
An Operator Connect phone number assigned
An online voice routing policy (phone number assignment is optional when using Direct Routing)
Learn More:
Create a Call Queue
ps://docs.microsoft.com/microsoftteams/create-a-phone-system-call-q
ps://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=8699
2022-08-04MC Last Updated07/07/2022 18:56:112022-08-02T19:28:16Z
2022-08-04MC MessagesUpdated July 7, 2022: We have updated the rollout timeline below. Thank you for your patience.
Call queue agents can now place calls from the Calls app using a call queue phone number, defined in resource account, as their caller ID. This ensures the call is properly identified by the recipient and that the call back number is the call queue number rather than the agent's personal line.
This message is associated with Microsoft 365 Roadmap ID 86992
[When this will happen:]
We will begin rolling out in early June and complete rollout by mid-July (previously late June).
Updated August 2, 2022: We have updated the rollout timeline below. Thank you for your patience.
Call queue agents can now place calls from the Calls app using a call queue phone number, defined in resource account, as their caller ID. This ensures the call is properly identified by the recipient and that the call back number is the call queue number rather than the agent's personal line.
This message is associated with Microsoft 365 Roadmap ID 86992
[When this will happen:]
We will begin rolling out in early June and complete rollout by late August (previously mid-July).
2022-08-04MC End Time08/22/2022 09:00:002022-09-30T09:00:00Z
2022-07-08MC MessagesCall queue agents can now place calls from the Calls app using a call queue phone number, defined in resource account, as their caller ID. This ensures the call is properly identified by the recipient and that the call back number is the call queue number rather than the agent's personal line.
This message is associated with Microsoft 365 Roadmap ID 86992
[When this will happen:]
We will begin rolling out in early June and complete rollout by late June.
Updated July 7, 2022: We have updated the rollout timeline below. Thank you for your patience.
Call queue agents can now place calls from the Calls app using a call queue phone number, defined in resource account, as their caller ID. This ensures the call is properly identified by the recipient and that the call back number is the call queue number rather than the agent's personal line.
This message is associated with Microsoft 365 Roadmap ID 86992
[When this will happen:]
We will begin rolling out in early June and complete rollout by mid-July (previously late June).
2022-07-08MC TitleDynamic Caller ID in Calls app for Call Queue Agents(Updated) Dynamic Caller ID in Calls app for Call Queue Agents
2022-07-08MC Last Updated06/02/2022 02:15:562022-07-07T18:56:11Z
2022-07-08MC MessageTagNamesNew feature, User impact, Admin impactUpdated message, New feature, User impact, Admin impact
2022-07-08MC End Time08/01/2022 09:00:002022-08-22T09:00:00Z

*starting April 2022

Last updated 4 weeks ago

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