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...
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".
DazOG you probably need to assign a voice routing policy to the resource account for it to be able to route calls to the SBC.
- We're not using an SBC. This is my first time trying to set RA, AAs and CQs up to be honest. We are not using Direct Routing, or at least I have not configured it. I can see there are no SBCs configured and one Voice route, which I presume is default.
- The resource account used for calling ID purposes must have a Microsoft Teams Phone Resource Account license and one of the following assigned:
A Calling Plan license and a phone number assigned
An Operator Connect phone number assigned
An online voice routing policy (phone number assignment is optional when using Direct Routing)