Information about caller is not provided in for calls via Microsoft Teams call-queues

[egloff]

• Package Name: @azure/communication-calling
• Package Version: 1.10.1
• Operating system:
• browser
  • name/version: Google Chrome/112.0.5615.165

Describe the bug
We use the JavaScript Calling API of the Azure Communication Services in our product to allow the user to accept and initiate Microsoft Teams calls (here is the documentation from Microsoft: https://learn.microsoft.com/en-us/javascript/api/azure-communication-services/@azure/communication-calling/?view=azure-communication-services-js).

When a user receives a call via a call-queue, we get the following object (callerInfo) over the interface:

"callerInfo":{
 "identifier":{
 "kind":"unknown",
 "id":"28:orgid:eae6bcce-b5ba-45db-8a2f-5bdfcdc95df9"
 },
 "displayName":""
}

• IncomingCall: https://learn.microsoft.com/en-us/javascript/api/azure-communication-services/@azure/communication-calling/incomingcall?view=azure-communication-services-js
• CallerInfo: https://learn.microsoft.com/en-us/javascript/api/azure-communication-services/@azure/communication-calling/incomingcall?view=azure-communication-services-js#@azure-communication-calling-incomingcall-callerinfo

On the one hand we get the value "unknown" as IdentifierKind and on the other hand the UUID we get is the UUID of the call-queue (without any readable name) which has nothing to do with the caller. So we currently have no possibility to identify the caller before the call is answered.

We expect some information about the caller (PhoneNumberKind with a phone-number or MicrosoftTeamsUserKind with a MicrosoftTeamsUserId) and additionally the information about the call-queue (preferably we could display the same information as the Microsoft Teams Client does: "Call Queue: Support / Caller: John Doe").

To Reproduce

1. Create an azure-communication calling application with Teams interoperability (https://learn.microsoft.com/en-us/azure/communication-services/how-tos/cte-calling-sdk/manage-calls)
2. Receive a call via a Teams call-queue
3. We get information about the call-queue

Expected behavior
We get information about the actual caller (and the call-queue).

Additional context
The information about the caller is essential for our product because a lot of our customers are using call-queues (typically call-centers) and must identify the customer before the call is answered.

[ansrin]

@egloff , thanks for reporting the issue, do you have the callId for this ? can you explain your scenario - are you using Teams user ( via ACS SDK) as one of the agent behind call queue (CQ ) ? what mode is CQ configured - conf or transfer mode ?
if transfer mode, can you try to repro it using a conf mode CQ ?
please send callIds in both success/failure case.

[egloff]

Hey @ansrin
Thanks for the response. Finally we got a response from our company's Microsoft support (we are waiting there since February, therefore I created this issue because it seems like this is faster). May we pause this issue (or shall I close it?) until our support-case has been successfully processed and update this issue afterwards?

[ansrin]

@egloff , sure. we can follow up using the support ticket route and close this.