What’s happening?
The customer requires their company name to be displayed as the caller ID when agents make outbound calls. Currently, only a toll-free number is shown.
Reason:
The ability to display the company name as caller ID is currently no possible in Dynamics 365 Customer Service. The Number label field associated with the outbound profile is used in the agent dialer only and is not displayed to customers.
Resolution:
- It is currently not possible to configure a display name for outbound calls; only a phone number can be configured for Caller ID Number.
- See Configure outbound and inbound profiles | Microsoft Learn for more information.