Forum Discussion
Transfer call with Resource Account
A call queue has been assigned a calling ID using a resource account. When making an outbound call the option is there to use the resource account to make the outbound call. But when transferring a call, the option to select the resource account isn't there.
The user hasn't got a Calling Plan assigned, thus also no phone number. But that isn't stopping the user to make an outbound call using the phone number of the resource account.
Is forwarding a call using the phone number of the resource account an option that can be made available and if so, how do I enable this option?
2 Replies
- Hi,
For an agent to make the outbound call and do the caller id manipulation you would need to have the agent enabled with Enterprise Voice without which the services won't be available.
There is a feature upcoming called as SharedCalling Experience once that is available you will be able to manipulate the caller id of the Call Queue.
You can forward the call in the Teams Admin Center using the Routing Rules if the numbers are from Calling Plans.
https://learn.microsoft.com/en-us/microsoftteams/routing-calls-to-unassigned-numbers
With Regards,
Satish UThanks for your reply!
The agent is enabled with Enterprise Voice, but the issue isn't the caller id manipulation; the agent is unable to transfer a call with the calling ID of the resource account, while a "normal" outbound call with the calling ID of the resource account is possible.
