Microsoft Tech Community Live:  Microsoft Teams Edition
November 09, 2021, 08:00 AM - 12:00 PM (PST)

Make calls on behalf of Call Queue (or resource account)

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Contributor

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 for us and our customers.

 

Our employees, and our customers employees, are often members of multiple call queues and need to be able to make outbound calls on behalf of all the queues (resource accounts) they are members of. If I'm not wrong this was possible in Skype for business, right? At the moment users that are part of a call queue can only make outbound calls as themselves or alternatively you can set up a policy for outgoing Caller ID to set it to a Service Number. Being able to set up a policy for the caller ID on outgoing calls is a step in the right direction but not good enough as a user can only have one caller ID policy at a time so a user can still not make outbound calls from any queue they are member of.

 

There are multiple requests for this on UserVoice (see links below) so I hope Microsoft will consider adding this feature ASAP as, for now, it is sopping us and many others from using Teams as a phone system.

 

UserVoice requests:

 

Also, setting up a policy for caller ID is not an option for us as we are using direct Routing and you cannot use your own phone numbers...another flaw that needs to be addressed ASAP!

 

Anyone else considering this a problem? Looking forward to hear your opinions...

6 Replies

@Mattias Skog - I couldn't agree more! Ring Central was the best solution for this with a dropdown selection of numbers available to set/mask your outbound Caller ID. I have an issue where my service numbers are assigned to an auto attendant for time based routing but then hit call queues to ring my users.

 

This is definitely needed as these same users only need some of there outbound phone calls to appear from the service number, which can be assigned as their outbound caller id but it applies to all calls.

@Mattias Skog You can make outbound calls on behalf of the call queue if you assign a channel for Calling answering instead of individual users or groups.

 

When the channel is assigned you will see a call tab in the channel and agents can choose to make outbound calls as themselves or as the queue.  

Hi @Dewalt Kotze we are trying to call out on behalf a call queue and wondered if you could expand on how to assign a channel for call answering? I have tried Google but had no luck
Thanks in advance

@Sakitt ,

 

Here's the how-to from the Microsoft Docs. There's also a doc on assigning a Calling ID polity to users. Manage caller ID policies in Microsoft Teams - Microsoft Teams | Microsoft Docs

 

What I'd like to see happen is that Calling ID policy assigned to a user become a collection/array of policies to enable the end user to select which policy applies at the client/gui level. 

In the call queue configuration there is an option for call answering where you would usually add the agents. If you select the Choose a team option instead you can select a Team and channel which calls will be routed to. Once this is done you should see a calls tab added in the channel selected.

Inbound calls will now be routing between members of the Team that are listed as agents in the calls tab. Call between agents routing is still going to be determined on how you configure it in the queue configuration.

@Dewalt Kotze @crf200  Many thanks to you both for your responses. They have helped us achieve the setup we require. 

Apologies for hijaking this thread!

Kind Regards

Stephen