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.
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.
- I don't know why you can't add the RA as the calling ID for this CQ. I think you should open a ticket to get this fixed.
- I'm trying to enable call out as resource account for an auto attendant. I've made it work for call queue but not auto attendant. Is this possible?
If I understand your question correctly; you want to use the RA of the AA as the number to dial out for the CQ? Yes, this is also possible. You have to add the number of the CQ to the RA of the AA and then just add the RA from the AA as the Calling ID to the CQ.
This is the RA of the AA:
And if you add it here:
That number will be used to dial out.
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".
