Forum Discussion
Shared Line and Multiline appearance
Hi VinDah1989,
regarding Q1:
from time to time I'm using a dummy account for these scenarios. Of course, you need a Phone System license for that. But some customers love the flexibility and then it's ok to buy a license for such a scenario.
You create a normal account and assign the shared phone number to it. Next, you can add new delegates to that account in the Teams Admin center and grant needed permissions like "receive calls" or "make calls". Also, you need to configure the call forwarding settings in the Teams Admin Center for this account and forward all incoming calls to the delegates.
Now, if there is an inbound call, the call will be forwarded to all delegates. And someone of the group can pick up the call.
Also, the delegates can choose to dial out as the dummy account. In that case, the phone number of the dummy account is visible for the remote party. When a delegate starts a call, he/he can select to dial out by their personal number or the dummy number.
BTW: each user can login with the same Microsoft Teams account at several devices. And therefor all registered endpoints will ring simultaneously.
Regarding Q2:
As mentioned in Q1, of course you have a boss/admin feature in Microsoft Teams:
Share a phone line with a delegate (microsoft.com)
If you need to assign multiple numbers to a single account that persist, I use the SBC in a Direct Routing deployment and perform some number manipulation on the SBC.
Of course this will not help if your users need to dial out with one of the several numbers. But then you can use the described scnerio above or as you mentioned call queue and "dial out with call queue caller id", for example.
https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=86992
Thorsten Pickhan Thank you for answering!
I will test delegate function for Q1.
Regarding Q2 solution, PBX setup is User 1 have a DID ending with 8000 and this is a shared line on User 2's 2nd line (User 2 primary DID is 9000). Both can receive simultaneous calls and make outbound calls with same caller ID.
Now to replicate to Teams taking Call queue approach, the Call Queue RA must be assigned with this DID 8000 to receive incoming calls and route calls to users but in that situation we can not assign this same DID to User 1.
User 1 and User 2 can make outbound calls with caller ID of 8000 as a feature of Call Queue.
Please share your thoughts how to use DID 8000 for RA and User 1 also.
Or
We can go without assigning DID to User 1 and he can receive from Call queue and make outbound calls just via a Call Queue caller id.
- For your scenario 2, please also try the delegate function.
User A with 8000 becomes the delegate for user B, and user B becomes the delegate for user A. Both can use their personal DID for dialing or dial with the delegate's number. For incoming calls, users can configure sim-ring. - For 1 shared Multiline Call solution would work but it could be problemetic to manage and create multiple Call Queues in case of multiple Shared lines. I assume multiple Call queues needs to be created when a user has multiple shared lines.