My resource account

Hi @IBN, 

Thank you for reaching out to Microsoft Q&A Community. 

From your sharing, I understand you're experiencing an issue where calls forwarded from your Auto Attendant to an external number are showing the resource account's number instead of the original caller ID.

This behavior is expected due to how Microsoft Teams handles outbound PSTN calls from Auto Attendants. Resource accounts cannot have caller ID policies assigned, and by default, Teams substitutes the caller ID with the resource account’s number.

Since resource accounts can't have caller ID policies assigned and Teams replaces the original caller ID with the Auto Attendant's number, here are a few alternative approaches you can consider to work around this limitation:

1/ If you're using Direct Routing: You can configure your SBC to pass the original caller ID using the P-Asserted Identity (PAI) header. This requires support from your carrier.

2/ If you're using Calling Plans or Operator Connect: Unfortunately, caller ID passthrough is not supported in this scenario.

3/ You can forward calls from the Auto Attendant to a user account instead of directly to the external number. Then, assign a caller ID policy to that user and configure call forwarding from the user to the external number. This allows more control over the displayed caller ID.

You can find out how to configure Direct routing in Configure Direct Routing - Microsoft Teams | Microsoft Learn  

You can also find more details in Preserving caller number when call forwarding? : r/MicrosoftTeams  (Note: We're providing this information as a convenience to you. The sites are not controlled by Microsoft and we can't make any representations regarding quality, safety or suitability of any software or information found there. Please make sure you completely understand the risk before retrieving any suggestions from the above link)  

I hope the above information is helpful for you. If there's anything else I can help you with, please feel free to reach out again.  

Looking forward to your response.

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Good day @IBN, 

Hope things are running smoothly on your end.

Following up on the support thread we've been working on. Did you have time checking the previous response? If you are still facing the same issue or need assistance with anything else, kindly respond to this email, and I will be happy to help.

We want to make sure everything is working as expected and that your experience remains uninterrupted.

Thank you for your patience and understanding throughout the troubleshooting process. 

I look forward to hearing from you soon.

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Hi @IBN, 

I hope you are having a great day.

I'm reaching out again to follow up on your issue and check if everything has been resolved. My goal is to ensure your experience remains smooth and hassle-free. If you're still encountering any problems or have run into new challenges, please let me know which steps you're currently stuck on and happy to provide further help whenever you need it. 

If you have any further questions, feel free to tag me in your reply so I can assist you directly.

Looking forward to your update.