Current Behavior

In the Microsoft Teams Direct Routing integration, calls placed between internal RingCentral users are not recognized by Microsoft Teams as native Teams-to-Teams calls.

When an internal RingCentral user places a call to another internal RingCentral user who receives the call through Microsoft Teams, the call is routed as follows:

RingCentral User → RingCentral Platform → Direct Routing SBC/Trunk → Microsoft Phone System → Microsoft Teams Client

Because the call is delivered through the Direct Routing infrastructure, Microsoft Teams identifies the call as a telephony call rather than a call originating from a Teams user identity. As a result, Microsoft Teams displays the caller's name and extension correctly but classifies the call as "External."

Business Impact

This behavior creates confusion for end users because calls originating from colleagues within the same RingCentral organization are presented as external calls in Microsoft Teams.

Common impacts include:

Reduced user confidence in caller identification.
Difficulty distinguishing true external calls from internal organizational calls.
Inconsistent user experience between RingCentral and Microsoft Teams.
Increased support inquiries regarding why internal calls appear as external.
Potential hesitation in answering calls that appear to originate from outside the organization.

Requested Enhancement

Evaluate and implement enhancements that would allow Microsoft Teams users receiving calls through Direct Routing to have internal RingCentral callers identified as internal rather than external whenever sufficient identity information is available.

Potential approaches may include:

Enhanced identity correlation between RingCentral extensions and Microsoft Teams user accounts.
Directory synchronization improvements that allow Teams to recognize RingCentral extension ownership.
Additional SIP header mappings or metadata presentation that can be leveraged by Microsoft Teams for call classification.
Alternative integration methods that improve internal caller recognition within the Teams client.

Expected Outcome

When a RingCentral user calls another internal RingCentral user who receives the call in Microsoft Teams, Teams should be able to identify the call as originating from an internal organizational user whenever caller identity can be confidently matched, thereby preventing the call from being displayed as "External."

This enhancement would improve the overall user experience, reduce confusion, and provide a more seamless integration between RingCentral Direct Routing and Microsoft Teams.