Display outgoing phone number
As a BOT does an outbound call, the number of the BOT and not the extension number of the MS-Teams user is displayed.
The following setups are recommended.
Display the main office number
The most straightforward approach is always to display the main office number. This main office number is typically assigned to an IVR or one user for inbound calls.
•If the main office number is assigned to an IVR, nothing needs to be changed. Create a caller ID policy and assign that policy to a BOT
•If the main office number is assigned to a user, it must be converted to a Resource Account, and a queue needs to be created where only this user is a member of the queue (see personal extension number)
If you use direct routing, you can also set the number shown as caller ID on the SIP Trunk.
Display a different phone number per group
A good solution is to create different outbound numbers based on groups, e.g., Sales or Service. If you already have queues for groups, then the queue number is assigned to the BOT.
Display personal extension number
If the personal extension number should be shown, you need to create a queue per user. The required steps are
•Convert the user number into a Resource Account number
•Create a queue with the Resource Account number. The only member of this queue is the user
•The user gets now in the MS-Teams client and in the CTI Data Connector SoftPhone the number of the queue assigned
•The user needs a new phone number, because in addition to the queue MS-Teams always requires another phone (direct extension) number for a user
•The user can make outgoing calls in the MS-Teams client and in the CTI Data Connector SoftPhone with the queue number. In the CTI Data Connector SoftPhone , only the queue number is available where in the MS-Teams client there is an option: Call as myself