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 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.
