How to use/show the different Provider/Vendor number as outbound number over the call?

Question

We are working with a customer on the implementation of their contact center voice channel, which will support both inbound and outbound calls.

Here are their key requirements:

• They plan to purchase a new toll-free number for inbound calls.

• For outbound calls, they want to continue using their existing main number.

• The existing main number is currently with RingCentral, and they do not wish to change the vendor or port the number.

• When making outbound calls, they want the same RingCentral main number to be displayed to customers as the caller ID.

Please let us know how we can proceed to ensure these requirements are met seamlessly.

What is the Best way to implement this Use Case. Please let us know how we can proceed to ensure these requirements are met seamlessly. Please share the helping material regarding this area?

Answer 1

Hi Fahmeeda Yaseen,

It seems like this number is with RingCentral and you do not want to port it to another provider, that key challenge is ensuring that outbound calls made from Microsoft’s contact center solution display this number as the caller ID.

To Make a solution for this Microsoft Teams and Azure Communication Services (ACS) allow for outbound calls using custom caller IDs.

So, we need to configure direct routing or use operation connect integrate your existing RingCentral number with Teams. this setup allows outbound calls from Teams while showing the RingCentral number as the caller ID.

If Direct routing is not an option, then we can also check RingCentral offers SIP Trunking or an integration with Microsoft Teams, this will allow you to make outbound calls from Microsoft’s voice channel while maintaining your existing number.

If Direct routing supports, you can make setup as Caller ID policy to use custom outbound number using Microsoft Teams Admin Center.

https://learn.microsoft.com/en-us/microsoftteams/direct-routing-plan

https://learn.microsoft.com/en-us/microsoftteams/caller-id-policies

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Let me know if you have any further Queries.