Graph API Call call to opt in/out from a Teams Call queue

Joerg Hochwald 1

Is there any call that I can use to opt in and opt out an agent from a Call group?
Background: I want to trigger (via an existing LOB) an Opt in to an existing Call Queue.
The trigger is a shift, assigned to the agent (time based).
The user can do that in the client or via web interface, but I want to ensure that the agent is part of the call queue during his assigned (and acknowledged) shift.

Deva-MSFT 2,256 Reputation points Microsoft Employee

2021-02-20T23:35:34.687+00:00

Adding right tags/teams to assist
Sharon Zhao-MSFT 25,056 Reputation points Microsoft Vendor

2021-02-22T02:15:08.36+00:00

@Joerg Hochwald ,

As we are mainly responsible for general issue of Microsoft Teams, your question related to development is not in our scope. I would remove office-teams-windows-itpro. Thanks for your understanding.

Besides, I found an official document about API of Teams call. You could learn more from this link.

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Joerg Hochwald 1 Reputation point

2021-02-23T13:45:56.247+00:00

Thanks for your response.
The call API als great (use it in some cases), but it doesn’t expose the functionality I need to add or remove an agent to a group.
JeGO_BE 21 Reputation points

2021-12-17T09:29:11.287+00:00

You can do this by creating a dedicated Teams team and assign this to the call queue.

With new powershell cmdletss, you can assign users to a channel, but its not possible to add private channels to memberlist of the call queue.
So I had to create a dedicated team for a call queue.

1 answer

Deva-MSFT 2,256 Reputation points Microsoft Employee

2021-02-23T04:48:24.443+00:00

You may want to check this out and see if it helps.
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Joerg Hochwald 1 Reputation point

2021-02-23T13:41:28.32+00:00

Thanks for the reply,

This is what I wrote in my question:

The user can do that in the client or via web interface, but I want to ensure that the agent is part of the call queue during his assigned (and acknowledged) shift.

I try to automate that with GRAPH. My app is already using the Shifts, so it knows when an agent is on duty.
So I try to figure out a way to automate that!

Rama-MSFT 176 Reputation points

2021-03-02T10:19:41.117+00:00

Hi @Joerg Hochwald ,

Could you please refer this document.

Joerg Hochwald 1 Reputation point

2021-03-02T10:58:35.607+00:00

Hi @Rama-MSFT

This is the perfect description of the setup, was the basic design we implemented.
Let’s that the support queues in the middle as an example:
The membership is assigned and the members (agents) can sign in and out manually. This works perfect!

I case of an absence, the member/agent has to sign out, otherwise he will be signaled. If a shift is changed (absence, whatever happens) the other agent needs to sign in on his device. Otherwise no one is assigned. The assignment is unrelated to the membership (which is based on the group membership).

I try to find a way to automate that. The client has a shift planning that knows exactly which agent is active and when. And they will never forget to set there status in the planning tool (this is money related for them) 😉

During regular work hours this is mostly not an issue, but outside of regular business hours it can become an issue.

Arjen Furster 1 Reputation point

2021-10-21T18:07:50.787+00:00

Did you find a/the solution? I have the same question.

Prasad-MSFT 5,621 Reputation points Microsoft Vendor

2023-10-30T08:02:55.91+00:00

Joerg Hochwald - There isn't a direct API call mentioned that allows you to opt in and opt out an agent from a Call group in Microsoft Teams.
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