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...

1 Reply

@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.