Forum Discussion
Make calls on behalf of Call Queue (or resource account)
We have been testing out Direct Routing calling functionalities in Teams for a while now and everything seems to be working fine but unfortunately we have run into a problem that is a show stopper fo...
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.
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"
