Forum Discussion
external calls with call queue or resource account.
Hi.
I am setting up a call queue and an auto attendant for my customer service department.
I already receive the calls and they are forwarded to my agents as I have configured in the call queue.
My problem comes with the outgoing calls, I don´t want the customer service users to call directly. I want them to call through the resource account.
I can do this by selecting the resource account in the teams (see image)
I need that the default option is always the resource account or a way to make that when they call always do it through the resource account or the same call queue. Is it possible?
- Hi,
In that case you can configure the Caller ID policy for the users and define the Resource Account as their caller id. But with this irrespective of the calls they make all the calls will display that respective caller id.
With Regards,
Satish U Jose_asnet in your call queue settings. assign the calling id to your auto attendant number
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eliekarkafy and @RealTime_M365
Thanks I have this option configured in my call queue.
My users have not been assigned a calling plan licence. I assigned the licence at my account resource and auto attendant
If i call directly (call as myself) i get the message "you are not setup to use this calling feature"
However, if I call via the "call as switchboard customer service" option, everything works as I want it to.
Can I make the default option "call as PBX customer service" or configure something so that all calls from the users go out through this resource account?
- Hi,
In that case you can configure the Caller ID policy for the users and define the Resource Account as their caller id. But with this irrespective of the calls they make all the calls will display that respective caller id.
With Regards,
Satish U
