Forum Discussion

mattias-skog's avatar
mattias-skog
Iron Contributor
Apr 27, 2021

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...
Call Queues
calling
microsoft teams
Sekitori's avatar
Sekitori
Copper Contributor
Aug 18, 2022
About two months ago I made an autoattendent-RA with a number assigned which I used for the AA so it was available for inbound calls and assigned that same AA-RA as calling-ID for the queue with agents that answer the call. No problem - agents in the queue can select if they want to dial out using the RA-number (call as xxxxxxxxxx) or their personal number (call as you)
Now, when I try to do the same thing again, admin center tells me I cannot assign the same RA twice.
Something must have been changed......
We're using Direct Routing, btw.
Don't want to use a Calling-id Policy because that overrules everything and does not allow any choice in calling-id.
dragnevdrg365's avatar
dragnevdrg365
Copper Contributor
Aug 18, 2022
Same with me, not interested in CallingIdPolicy as it will overwrite the number on every call. It simply needs to work as 2-SIM card mobile phone: 1 to handle personal contacts and 2nd to handle customer contacts. In my case we also don't need Auto Attendant as we have no need to configure options: press 1, press 2, etc. We need just one Call Queue. I have opened now ticket with Tech Data, see how it goes.
  • tonyb77's avatar
    tonyb77
    Copper Contributor
    Apr 08, 2023

    Tom_McG I have the same exact issue - were you able to solve it?

  • dragnevdrg365's avatar
    dragnevdrg365
    Copper Contributor
    Sep 16, 2022
    Hi, unfortunately mine was never resolved. I simply abandoned the desired setup.
    Long story short: I opened service ticket with MS. I was contacted by agent to whom I had to explain the issue. He then came back to me with the suggestion to use the following setup:

    - 5 call center agent are assigned their own numbers. Licensed accordingly.
    - One Call Queue is assigned number trough CQ RA. Licensed accordingly. Used for incoming calls.
    - Another AA RA is assigned number. Licensed accordingly. Used by the agent for outbound calls.

    I even did the suggested setup. I couldn't get it working as I was having the same issue you described: "When I choose the RA, the call never connects".
    After that I decided that the agent will be using their own numbers for Outbound and that we will keep only the Call Queue Number.
    On the call with MS agent later, when they call you to check your satisfaction, I was told that this functionality I want is not supported yet.

    I think MS is still not ready to step in the field of Unified Communication. Simplicity if the principle they decided to avoid, I think.
  • Tom_McG's avatar
    Tom_McG
    Copper Contributor
    Sep 15, 2022

    dragnevdrg365 

    Hi,

     

    Did you ever resolve your issue.  I'm having a similar one.  I have an AA RA number setup to be used as the Caller ID for a CQ that has a Teams Channel.  When i use the Teams client dialpad, i get the option to choose my personal number or the RA as the caller ID. When I choose my personal number, the call dials normally.   When I choose the RA, the call never connects.  The Teams client starts to make the call but it's immediately torn down.  I use Direct routing and I don't see the call ever reach my SBC, so it's not getting past MSFT Teams.  Wondering if anyone else has seen or knows how to fix this?  

     

  • Grootj860's avatar
    Grootj860
    Copper Contributor
    Aug 18, 2022

    DazOG No, this is not possible (yet). If you want this feauture, you need to look at ContactCenter applications, like: Anywhere365, CC4All, etc. They use apps inside of teams to make and receive calls. You cannot use the default dialer in that case, but must use the app to make calls. Certainly not what you are asking for, but it is an (costly) option.

  • DazOG's avatar
    DazOG
    Copper Contributor
    Aug 18, 2022
    Is it possible to make a team default to the RA that you have assigned in the CQ when agents place calls?

    I can see there is a drop down to select the RA number as the caller ID, but I'd like to make it so that the agent's own DDI is NOT the default option, i.e. that they're always dialing out as the RA unless they explicitly choose otherwise.

    I can forsee there being multiple occasions when agents forget to select the dropdown to change their caller ID....

    Thanks in advance.