Is it possible to configure two different extensions for one Teams account and, at the time of the call, select which one the user wants to use?

Dear @Iago Silva,

I hope you’re having a good day.

That’s a great question, and it’s something many organizations coming from traditional PBX systems expect Teams to support.

In Microsoft Teams Phone, it is possible to assign more than one phone number (or “extension”) to a single user, but there is an important distinction that affects your scenario.

From a configuration standpoint, Teams now supports a primary number plus one or more alternate numbers assigned to the same user account. This is typically used for scenarios such as multi-region presence or allowing a user to receive calls on different numbers routed to them.

However, when it comes to outbound calling behavior, Teams works differently from legacy telephony systems:

• Calls are generally placed using the user’s default (primary) caller ID
• Teams does not provide a built-in option to choose between multiple assigned numbers at the moment of making a call
• There is no native “dropdown” or selection mechanism to pick which extension/number to use per call

In other words, while multiple numbers can exist on the same account, they are not treated as separate selectable identities for outbound calls.

This behavior is consistent with current platform limitations. Even in related scenarios (for example, calls initiated from external apps), Teams will still use the default caller ID without offering a selection option, which further highlights that per-call identity switching is not supported today.

That said, depending on your use case, there are a few alternative approaches you might consider:

• Caller ID policies: In some cases, admins can configure a different outbound caller ID (such as a service or resource account), but this is policy-driven and not something the user selects dynamically per call.
• Call queues or resource accounts: Useful for shared identities (e.g., a support line), though again these are tied to scenarios rather than user choice at call time.
• Direct Routing (advanced scenarios): Some organizations implement caller ID manipulation at the SBC level, but this is outside standard Teams user controls and requires additional telephony infrastructure.

If your requirement is to let users manually select a calling identity per call (similar to traditional PBX behavior), that capability isn’t currently available in Teams out of the box.

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.  

I hope this information helps point you in the right direction. If you run into any issues while trying the steps, or if something still doesn’t feel quite right, please don’t hesitate to reach out again. I’ll do my best to support you however I can.  

Looking forward to hearing back from you with any updates or additional details. 

Warm regards, 

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