Jun 15 2020 01:07 PM
Jun 15 2020 01:07 PM
So I am looking at creating a call queue to test with an external service number. We have a Skype for Business 2015 hybrid, Exchange 2016 on-premise, and the AD accounts are being synced with AADC.
We have Teams in Teams islands mode and we are looking to use a service number that has been requested via the Teams admin portal.
I have initially created the resource account with the New-CsHybridApplicationEndpoint command and can now see the account in the Teams resource account list.
I have also tried adding it manually through the https://admin.teams.microsoft.com/company-wide-settings/resource-accounts page, but when I try to create on against our domain.com address it fails if I create one with domaincom.onmicrosoft.com domain it works fine. Presume this is just the expected behaviour as it is a synced AD domain?
Is it possible to create the resource account with a synced AD account, but without using the New-CsHybridApplicationEndpoint command? When we finally have to de-commission our sfb on-premise server I don't want to have to worry about have to migrate the account and I would prefer to have the account AD synced if possible, so I can store it in our resources OU. If the only way is to use the New-CsHybridApplicationEndpoint I will just create a domaincom.onmicrosoft.com account for now, but wanted to double checked.
Jun 25 2020 06:22 AM
@blue_man When domain DNS SRV record is pointing onprem the service prevents creating resource account with domain.com on sfbo/Teams and the account must created onprem.
If hybrid scenario when resource account is created with onmicrosoft there is a chance you might run into call transfer failures for onprem users.
Jun 25 2020 07:36 AM - edited Jun 25 2020 07:38 AM
Jun 25 2020 07:42 AMSolution
Step 1 — Get started
To get started using call queues, it's important to remember a few things:
A call queue is required to have an associated resource account. See Manage resource accounts in Teams for details on resource accounts.
When you assign a phone number to a resource account, you can now use the cost-free Phone System Virtual User license. Phone System allows phone numbers at the organizational level for use with low-cost auto attendant and call queue services.
Direct Routing service numbers for call queues are supported for Microsoft Teams users and agents only.
To redirect calls to people in your organization who are Online, they must have a Phone System license and be enabled for Enterprise Voice or have Microsoft 365 or Office 365 Calling Plans. See Assign Microsoft Teams add-on licenses. To enable them for Enterprise Voice, you can use Windows PowerShell. For example, run: Set-CsUser -identity "Amos Marble" -EnterpriseVoiceEnabled $true
To learn more about Calling Plans, see Phone System and Calling Plans and Calling Plans for Microsoft 365 or Office 365.
You can only assign Cloud call queues toll and toll-free service phone numbers that you got in the Microsoft Teams admin center or transferred from another service provider. Communications Credits are required for toll-free service numbers.
User (subscriber) phone numbers can't be assigned to call queues - only service toll or toll-free phone numbers can be used.
The following clients are supported for call agents associated to a Cloud call queue:
Skype for Business desktop client 2016 (32-bit and 64-bit versions)
Lync desktop client 2013 (32-bit and 64-bit versions)
All IP phone models supported for Microsoft Teams. See Getting phones for Skype for Business Online.
Mac Skype for Business Client (version 16.8.196 and later)
Android Skype for Business Client (version 18.104.22.168 and later)
iPhone Skype for Business Client (version 6.16.0 and later)
iPad Skype for Business Client (version 6.16.0 and later)
Microsoft Teams Windows client (32-bit and 64-bit versions)
Microsoft Teams Mac client
Microsoft Teams iPhone app
Microsoft Teams Android app
Call queues that are assigned a direct routing number don't support Skype for Business clients, Lync clients, or Skype for Business IP Phones as agents.
Step 2 — Get or transfer toll or toll-free service phone numbers
Before you can create and set up your call queues, you need to get or transfer your existing toll or toll-free service numbers. To get your service numbers, see Getting service phone numbers or if you want to transfer an existing service number, see Transfer phone numbers to Teams. After you get the toll or toll-free service phone numbers, they will show up in Microsoft Teams admin center > Voice > Phone numbers. Toll free numbers will be listed with a Number type of Service — Toll-Free.
If you are outside the United States, you can't use the Microsoft Teams admin center to get service numbers. Go to Manage phone numbers for your organization instead to see how to do it from the outside of the United States.
When you set up multiple auto attendants, you would usually assign a phone number to the main auto attendant's resource account. Resource accounts associated to nested auto attendants or call queues often don't need phone numbers. That auto attendant can direct callers to your call queues or nested auto attendants even if they don't have a phone number. In those situations, you can create all auto attendants and call queues in your system without assigning dialpad options, and then edit the settings later. A call queue or auto attendant must exist to set it as a menu option.
Step 3 — Create a call queue
We are frequently updating how you can manage features, so the steps here might be a little different from what you see.
Every call queue is required to have an associated resource account. You must create the resource account first, then you can associate it to the call queue.
Use the Microsoft Teams admin center
In the Microsoft Teams admin center, Voice > Call queues, then click + Add new:
Set the display name and resource account
Screenshot of a new call queue, with numbered callouts
Icon of the number 1, references a callout in the previous screenshot Name Enter a descriptive display name for the call queue. This name is required and can contain up to 64 characters, including spaces.
This name is displayed in the notification for the incoming call.
Icon of the number 2, references a callout in the previous screenshot Add Accounts Select a resource account. All call queues are required to have a resource account. Resource accounts aren't required to have a service toll or toll-free phone number.
If there aren't any listed, get service numbers and assign them to a Resource account before you create the call queue, as described earlier. To get your service numbers, see Getting service phone numbers. See Manage resource accounts in Microsoft Teams for specifics on how to assign a phone number.
If you want or need to assign a Domain you would assign it to the resource account for the call queue.
Set the greeting and music played while on hold
screenshot of greeting and music options, with numbered callouts
Icon of the number 1, references a callout in the previous screenshot Greeting the optional greeting played for people who call the call queue number.
You can upload an audio file (.wav, .mp3, or .wma formats).
Icon of the number 2, references a callout in the previous screenshot Music on hold You can use the default Music on Hold provided with the call queue. You can also upload an audio file in .wav, mp3, or .wma formats to use as your custom Music on hold.
Select the call answering options
Screenshot of call answering options
Icon of the number 1, references a callout in the previous screenshot Call agents and groups To add individual agents directly, without adding them to a group, click Add users. Put individual agents in the order in which you want them to receive the call. You can add up to 20 individual agents (to add more than 20, put them in a group).
Calls are routed first to individual agents, then to the agents in groups.
You can select up to 200 call agents who belong to any of the following mailing lists or groups:
Microsoft 365 group
Call agents selected must be one of the following:
Online users with a Phone System license and Enterprise Voice enabled
Online users with a Calling Plan
On-premises Skype for Business Server users
Oct 08 2020 07:27 AM
I am in a similar situation. We have hybrid SfB environment, however we are now moving users to Teams only mode. My question is, if I need to create an auto attendant, do I need to create the resouce account onprem as hybridapplication endpoint or can I create with new-csonlineapplicationinstance? When I tried with new-csonlineapplicationinstance, it gave me an error "Warning: On-premises domain must use on-premises cmdlets. This cmdlet is for online domain only. Please run corresponding on-premises cmdlets for on-premises domain.
Jan 12 2021 12:19 PM
If you want the resource account to have a SIP address of your @domain.com you need to create a hybridapplicationendpoint. Otherwise you can create a resource account with an onmicrosoft.com address. If you want the auto attendant to route calls to Skype on-prem users the resource account needs to be a hybridapplicationendpoint.