Discover how to empower innovation from non-traditional developers with the Microsoft Power Platform. Unleash the Potential of Power Platform With a Center of Excellenceīusiness innovation often comes from within. These licenses are provided by Microsoft for free! If you don’t see these within your tenant please check out the link here on how to obtain these license types within your tenant. To do this, just find the newly created accounts and assign them a “Phone System – Virtual User” license. Once the resource accounts have been created you’ll just need to login to your Office365 tenant and get them licensed.

New-CsOnlineApplicationInstance -UserPrincipalName -ApplicationId 11cd3e2e-fccb-42ad-ad00-878b93575e07 -DisplayName “Resource Account_CQ”.

To create a resource account for a Call Queue.

New-CsOnlineApplicationInstance -UserPrincipalName -ApplicationId ce933385- 9390– 45d1- 9512-c8d228074e07 -DisplayName “Resource Account_AA”.

To create a resource account for an Auto Attendant.

Assuming you’re running a strictly online deployment you’ll create the resource account in the following manner: Last but not least, let’s cover the glue that holds your call queue or auto attendant together, resource accounts! If you are unfamiliar with resource accounts you can think of these accounts as disabled user objects within Active Directory. This “robotic operator” will allow you to move through the menu system, place calls, or locate users by using a phone keypad (DTMF) or voice inputs using speech recognition. Simply put, think of an auto attendant as a robotic operator.

Auto Attendants handle the routing of calls by providing a series of voice prompts or an audio file that callers will hear when they call into an organization. With the latest update in the tenant, all Call Queues (CQ) (and Auto Attendants (AA)) will be created within the Teams admin center as opposed to the (legacy) Skype for Business admin center. Round robin – Incoming calls are balanced so each agent will get the same number of calls from the call queueĬall Queues will give you the ability to include greetings that are used when someone calls in to a phone number for your organization, automatically put the calls on hold, or search for the next available call agent to handle the call while the people who call are listening to music on hold.Serial – Incoming calls will ring call agents one by one, starting from the beginning of the call agent list.The first agent to pick up the call gets the call Attendant – First call in the queue will ring all agents at the same time.The name says it all! A call queue does exactly that, it puts calls in a queue while alerting the group of users/agents with one of the following alerting methods: In today’s article we’ll be discussing the in’s and out’s of both auto attendants and call queues in Microsoft Teams and how you can leverage them in your environment! Call Queues and Auto Attendants, and Resource Accounts….Oh My! (Hope you got that reference :))

Although they aren’t perfect, Microsoft has made some great advancements in what they can do and how they function within Skype for Business Online and Microsoft Teams. Auto Attendants and Call Queues have come a long way since their infancy in Skype for Business Online.

Live call queue