To redirect all calls for User1 to User2 during User1's leave, the call delegation settings for User1 should be modified. Call delegation allows you to assign another user to handle your calls, which is efficient and minimizes administrative effort.
To meet the requirement of displaying the outbound calling name as Contoso and the caller ID showing the phone number of Customer Service for the agents in the call queue, you need to perform the following actions: First, you need to create a new caller ID policy, which can be done from the Microsoft Teams admin center. Second, set the Calling Party Name to the organization name, which will ensure that the outbound calling name appears as Contoso. Third, replace the caller ID with the resource account corresponding to the Customer Service call queue, so that the caller ID shows the correct phone number. These steps ensure that the specific requirements are met for the agents while leaving other users unaffected.


First, you should modify the current Usage location for User1. This updates User1’s profile to reflect the new geographical location in Vancouver, ensuring that subsequent configurations like phone number and emergency location align with the regional regulations and settings of the Vancouver office.

