Make calls on behalf of Call Queue (or resource account)
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: Make a call on behalf of a Call Queue – Microsoft Teams UserVoice Make calls on behalf of a resource account used for a Call Queue or Auto Attendant. – Microsoft Teams UserVoice 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...
Voicemail not visible in Teams under call tab.
Hi, Being new to this Microsoft world I have a question that I can’t seem to find an answer on I any forum. So what am I missing when I can´t see the voicemails for the Call Queue in the Team under the Calls tab.? The call queue are pointing to a Team and that works fine and after business hours the call go to voicemail on the same Team and that is also working fine I get the voicemail under groups in Outlook but not in the Teams client under the Calls tab. In here I can only see incoming and outgoing calls. Any ideas.?
Unable to Update Voicemail settings on Teams Call Queue
Hi All, Our organisation is heavily invested in Teams and use it for calling. I have been setting up call queues for a few of our areas and for the most part they have been working okay. AN issue I've run into is setting up voicemail on these queues. In the past I had simply forwarded the unanswered calls to a generic voice enabled account the redirected to voicemail. No I am trying to update that to have the voicemail account added in the queue instead. When I add the voicemail office 365 group and add an audio file or text based message the save button remains greyed out making me unable to update the queue and add a voicemail app. Nothing I do changes the save button to allow the queue to be updated. Am I missing something? Or is this a bug that is not allowing me to save the voicemail settings to an existing queue? Thanks,HISTORY-INFO missing from Teams Call Queues (Direct Routing)
Hi All, This is more an FYI for anyone else who may come across this. When call queue's is setup to forward to an external number the HISTORY-INFO is missing from the SIP INVITE Header to the PSTN Gateway. The PSTN Gateway ForwardCallHistory is enabled and works with normal Teams users, when they forward their calls but just not when done via a Call Queue. I raised a case for this and Microsoft have come back saying its "by-design" (more like "by-accident" in my opinion). I am still chasing getting them to update the documentation (at least the powershell one) so state that HISTORY-INFO is not sent when a forward occurs via a call queue. This is particularly annoying if your using direct routing as you cannot rewrite the FROM header if your telco requires all outbound calls to come from a number within your DID range.
