Managing Caller ID in Operator Connect

To complete the tasks in this article, you’ll need to be an administrator. Learn more about Teams administrator permissions.

Caller ID determines what phone number is shown when a user makes an outbound call.

Caller ID options

There are multiple options for Caller ID. You can choose to display one of the following:

• User’s own phone number.
• Service number e.g. a sales team or reception number.
• Anonymous

Setting up Caller ID

To set up Caller ID, follow Microsoft’s up-to-date guidance on Caller ID policies.

This covers how to create a Caller ID policy, choose the Caller ID type, and assign the policy to users.

Setting up Caller ID for resource accounts

If you want a user to present a generic organisation or department number (for example, a main office line, sales line, or support number), follow these steps:

1. Go to Teams Admin Centre, then Voice, then Caller ID policies.
2. Select Add to create a new Caller ID policy or select an existing policy to edit it.
3. Under Caller ID type, choose Service number (this will then display all numbers assigned to resource accounts).
4. Select the number you want users to present.
5. Assign the policy to users by going to Teams Admin Centre then Users, selecting each user, and choosing your Caller ID policy from the Caller ID policy dropdown in their Policies section.

Please note that within the Service number menu, the numbers shown are actually resource account numbers. Any shared business number must be attached to a resource account before it will appear in this list.

For more detailed guidance, see Microsoft guidance on Caller ID policies (Caller ID type section). If your resource account number does not appear under Service number, please contact our support team.

Blocking your Caller ID (anonymous outbound calling)

If you want to hide your caller ID when making outbound calls, follow these steps:

1. Go to Teams Admin Centre, then Voice, then Caller ID policies.
2. To create a new policy, select Add – or choose an existing one to edit.
3. Then in the Caller ID policy, set the Caller ID type to Anonymous.

Now, you'll need to assign the policy to the relevant users. To do this:

1. In the Teams Admin Centre, select Users.
2. Then select the relevant user (or users) who need their Caller ID hidden.
3. Now select Policies, then Caller ID.
4. Finally, choose the policy you created – this will hide the Caller ID for the selected users when they make outbound calls.

Important: Only users who are assigned this policy will have their Caller ID hidden. Other users will continue to use the Caller ID type defined in their own assigned policies.

Please note some regions may not support anonymous calling.

For detailed steps on creating, editing, and assigning Caller ID policies, refer to Microsoft’s guidance on Managing Caller ID.