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,
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?
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.
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.