PSTN Calling isn't offered in Australia, so we are going to implement CCE (Cloud Connector Edition) but need some type of Call Queues. I am told this is not possible, but doesn't anyone have a workaround/solution? I only need 1 person to have call queues being the receptionist. ThanksT

Hi Trent. You cannot assign a "CCE number" to a call queue, what you need to do, is to request a service number in the O365 portal for this purpose. If you cannot request an Australian service number from the portal, you can create a service request and request the service number, check this site for availability: https://support.office.com/en-us/article/Countries-and-regions-that-are-supported-for-Skype-for-Business-Online-PSTN-Services-6ba72f37-d303-4795-aa8f-7e1845078ed7?ui=en-US&rs=en-US&ad=US&fromAR=1 Hope this helps you. /Kenneth ML

Call Queues are currently not supported with On-Premise Phone Numbers nor call queues agents with on-premise numbers.

Hi Andreas. Correct, it is not a supported scenario, but it does work and is not influenced by the assigned lineuri as the agent is invited using the SIP uri. /Kenneth ML

So if I transfer our main line phone number to the cloud then I can use call queues even with CCE?

Hi Trent. Yes, that is possible. Ported service numbers can be used for call queues and orgAA. To port a number to Microsoft, this is the procedure:https://support.office.com/en-us/article/Manually-submit-a-custom-service-request-6310f07f-9d07-4cb1-bd6e-51ef6eb3c335 Don't forget to order the porting number as a service number. If the number is critical to your organization, I would start with requesting a new service number for the service and request the existing telco (or PBX) to forward the number to the new Microsoft service number. Then you can determine if the functionality actually fits your organization needs, then if you are comfortable with this, request the number porting at a later time. /Kenneth ML

Call Queues with CCE | Microsoft Community Hub

11 Replies

KennethML
MCT
Apr 20, 2017
Hi Trent.

You cannot assign a "CCE number" to a call queue, what you need to do, is to request a service number in the O365 portal for this purpose.

If you cannot request an Australian service number from the portal, you can create a service request and request the service number, check this site for availability: https://support.office.com/en-us/article/Countries-and-regions-that-are-supported-for-Skype-for-Business-Online-PSTN-Services-6ba72f37-d303-4795-aa8f-7e1845078ed7?ui=en-US&rs=en-US&ad=US&fromAR=1

Hope this helps you.

/Kenneth ML
- reisi
  MCT
  Apr 20, 2017
  Call Queues are currently not supported with On-Premise Phone Numbers nor call queues agents with on-premise numbers.
  - KennethML
    MCT
    Apr 20, 2017
    Hi Andreas.
    
    Correct, it is not a supported scenario, but it does work and is not influenced by the assigned lineuri as the agent is invited using the SIP uri.
    
    /Kenneth ML

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Call Queues with CCE

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