M365 Changelog: (Updated) Dynamic Caller ID in Calls app for Call Queue Agents

MC387640 – Updated November 9, 2022: Microsoft has 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:

Microsoft will begin rolling out in early June and complete rollout by late January (previously late October).

How this will affect your organization:

You can assign outbound caller ID numbers for agents by specifying one or more resource accounts with a phone number. Agents can select which outbound caller ID number to use with each outbound call they make.

What you need to do to prepare:

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