Forum Discussion
Make calls on behalf of Call Queue (or resource account)
mattias-skog You can make outbound calls on behalf of the call queue if you assign a channel for Calling answering instead of individual users or groups.
When the channel is assigned you will see a call tab in the channel and agents can choose to make outbound calls as themselves or as the queue.
- Hi Dewalt Kotze, can you please provide a screenshot to illustrate the above statement: "agents can choose to make outbound calls as themselves or as the queue". I have configured this and the queue I use is now routing between the Chanel members. They however cannot use the Call Queue Phone number the make a call on its behalf.
There is 2 ways to use this feature; either by using a channel in a Team or the default dialer (this is not available everywhere yet)
Team channel:
After connecting a Teams channel to a Call Queue, you get an extra Tab named "Calls". There is a new dialer on the right side of the screen. After you enter the number if you click on the arrow, you can select whether to dial as yourself or as the Call Queue:
Every member of this Team will be able to answer calls or call on behalf of the CQ.
Default dialer:
After filling in the number, you have to click on the arrow next to ""Call". You can then select whether you want to call as yourself, as the person you are a delegate for (2nd option, if configured as a delegate ofcourse) or as a call queue (3rd option).
The default dialer feature is being rolled out by Microsoft at the moment, so it is possible your enviroment hasn't been enabled yet.
https://www.microsoft.com/nl-nl/microsoft-365/roadmap?filters=&searchterms=86992
That's my CQ setup. I am member of the Channel and it is not possible to do a call on behalf of the CQ.
We need this so we can call customers from unified number, no all 20 agents calling from their own number.
Here you can see I have no drop down menu to switch my number. I wander if I need to rise a ticket with Microsoft. This has been real pain lately.
The screenshots are attached. When the call queue is configured you have to click the drop down arrow next to the call button to select the outbound caller ID you want to use.
Does the RA require a phone licence to make outbound calls? Currently our RA only has a "Microsoft Teams Phone Resource Account", which works fine for incoming calls but when we try and "call as" the RA the call just ends as soon as it starts ringing, saying the other side is "Unavailable".
DWFL1 this works fine on the Teams Windows-Application
. Do you also have a idea for the mobile APP?
Hi DWFL1 we are trying to call out on behalf a call queue and wondered if you could expand on how to assign a channel for call answering? I have tried Google but had no luck
Thanks in advance- In the call queue configuration there is an option for call answering where you would usually add the agents. If you select the Choose a team option instead you can select a Team and channel which calls will be routed to. Once this is done you should see a calls tab added in the channel selected.
Inbound calls will now be routing between members of the Team that are listed as agents in the calls tab. Call between agents routing is still going to be determined on how you configure it in the queue configuration.This is correct. It is now even possible to use the resource account of an AutoAttendant as the "call on behalf of" number. So you can use the Autoattendant for incoming calls and use the Team channel to make calls on behalf of the number connected to the AA. This way you don't need to assign a number to the RA of the CQ. Pretty sweet.
I have even found a way to program it with PowerShell:
$oboResourceAccountID = (Get-CsOnlineApplicationInstance -ErrorAction Silentlycontinue |Where-Object {$_.PhoneNumber -like "*xxxx"}).ObjectId # xxxx being the number connected to the RA of the AA) New-CsCallQueue -Name <Name of CQ> -RoutingMethod Attendant -OboResourceAccountIds $oboResourceAccountID -OverflowThreshold 5 -UseDefaultMusicOnHold $true -LanguageId "en-GB"
Sakitt ,
Here's the how-to from the Microsoft Docs. There's also a doc on assigning a Calling ID polity to users. https://docs.microsoft.com/en-us/microsoftteams/caller-id-policies
What I'd like to see happen is that Calling ID policy assigned to a user become a collection/array of policies to enable the end user to select which policy applies at the client/gui level.
