Caller ID for inbound calls

Dear Carol,

As a forum moderator, I am not able to check your phone system or directory settings to diagnose and fix this directly. My role here is limited to providing general guidance you can apply from your side. From my research, caller names can come from different sources, such as your saved contacts, your organization's directory, or the phone carrier. When only initials appear, it's usually because one of these sources has changed, or the app is showing the contact's profile initials instead of the full name. To help pinpoint the cause, could you please share a few more details?

• Where do you see the initials, for example in the Teams app, on a desk phone, or on a mobile phone?
• Does this happen for calls from coworkers, external numbers, or both?
• Do full names appear in your contacts or call history after the call?
• Did anything change around the time this started, such as an app update, a new device, or a new phone number?

A screenshot of what you see would also help a lot. Please mask any personal information such as your name, email address, or account details before posting it. Once you share these details, I will do my best to help you sort this out. Looking forward to your reply.