Caller ID Policies

Caller ID Policies

Call Manager provides an interface to create, edit and remove Caller ID policies. These policies control both the outbound caller ID and inbound caller ID handling. Policies are assigned to users via the User Settings screen and updates can take some time to propagate through Microsoft's platform.

View and Edit Policies

From Call Manager dashboard, navigate to Caller ID Policies under the Organization menu.


A list of available caller IDs are presented. By default only Global will exist, which sets the outbound caller ID as the User's number.

Adding a new policy is available via the Create Policy button. A simple form is then available to control the policy, explained in more detail below.

Notes
Note: The name of the policy cannot be subsequently changed.

Outbound Caller ID

There are three available options for setting the outbound caller ID:
  1. The telephone number assigned to the user. This is the default caller ID used.
  2. An alternative number assigned to a resource account. Resource accounts are the underlying objects that link an Auto Attendant or Call Queue with an actual number and entry point from PSTN (whether that's Direct Routing, Operator Connect or Microsoft Calling Plans).
  3. Anonymous. This will remove both the calling number and calling party name from the outbound call.
The most common purpose for custom caller ID policies is if you wish for a user, or set of users, to use a common caller ID when dialing out. e.g. staff members in your Support department that make outbound calls will typically wish to present the Support main number, rather than their own individual number. For this example, you would create a caller ID policy and select the appropriate resource account in the Calling ID Substitute:


The Calling Party Name is optional. Typically this might be the company name.

Notes
The Calling Party Name can be up to 200 characters, however, downstream support may impact how much of this is displayed. Typically for an outbound PSTN call the Calling Party Name (often referred to as CNAM) is truncated at 15 characters.

Once the policy is created it can then be assigned to a user. Select Users from the left menu, then select the specific user who should have this assigned (via the settings cog icon on their row). There is a then a caller ID policy selector. This selector also shows a read-only version of the policy:



Block inbound PSTN caller ID

Caller ID policies also support hiding the inbound caller ID. When this toggle is set to On all inbound calls will have their calling ID number and calling party name changed to Anonymous.

User Overrides for Caller ID Policy

Each policy can be configured to either allow or disallow users to override the policy. The user's available override is whether to present as anonymous or not. This is an option in their Teams client call settings.

When the user override is allowed it takes precedence.

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