8x8 Voice for Microsoft Teams - Outbound Calls Show as Private Number or Anonymous

Overview

After the recent upgrade of your 8x8 Voice for Microsoft Teams service, outbound calls made from Microsoft Teams may appear to the person you call as "Private Number" or "Anonymous". Calls made from 8x8 endpoints are not affected.

This article explains why this happens and how your Microsoft Teams administrator can check and update the setting that controls it.

Applies to:

• 8x8 Voice for Microsoft Teams

• callroute

• V4T

• Outbound calls placed from Microsoft Teams

What You May Notice

• Outbound calls from Microsoft Teams display as "Private Number" or "Anonymous" on the recipient’s phone.

• Your users’ numbers were displayed before the upgrade.

• Calls made from 8x8 endpoints display the correct number.

Why This Happens

Your Microsoft Teams Caller ID policy controls how your users’ numbers are presented on outbound calls. When the setting Replace the caller ID with is set to Anonymous, Microsoft Teams marks every outbound call as private.

Following the upgrade, this privacy setting is now applied to your outbound calls. Calls therefore display as "Private Number" or "Anonymous", as your Microsoft Teams policy instructs.

This setting is managed in your own Microsoft Teams tenant, so a Microsoft Teams administrator in your organization needs to update it.

How to Check Your Caller ID Policy

A Microsoft Teams administrator in your organisation should complete these steps:

1. Sign in to the Microsoft Teams admin center.

2. Go to Users → Manage users and select an affected user.

3. Open the Policies tab.

4. Find the Caller ID policy row and note the Effective policy and the Assignment type.

In the example below, the effective policy is Global (Org-wide default) with Default assignment. This means the user has no custom Caller ID policy, so the Global policy applies.

How to Change It

1. Identify which Caller ID policy applies to the affected users, using the steps above. If the effective policy is Global, update the Global policy. If a custom policy is assigned to the user, update that policy.

2. Set Replace the caller ID with to User’s number. Make this change on the Global policy and on any custom Caller ID policy assigned to your users. The Global policy only applies to users who have no other Caller ID policy assigned.

3. Note the time you saved the change. Microsoft Teams can take a few hours to apply policy updates, so wait before testing.

4. Place a test call from Microsoft Teams once the policy has had time to apply.