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ArmsBrandon-6097 avatar image
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ArmsBrandon-6097 asked DeividAraujo-0196 commented

teams call queue

how do you call a call queue from your teams client internally? the resource account doesnt show up? do you have to use the external phone number?

office-teams-windows-itpro
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DeividAraujo-0196 avatar image
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DeividAraujo-0196 answered DeividAraujo-0196 commented

Hello @ArmsBrandon-6097

You are 100% right, If you have Scope Directory Search in place, you will no longer be able to search by the Call Queue and Auto Attendants resource accounts on Teams.

The problem of removing the Scope Directory is that if you have unlicensed accounts on your environment, these accounts will be searchable in Teams.

Fortunately there is a solution to enable the Scope directory search and allow the users to search by the Call Queue and Auto Attendants resource accounts. If you still need to have the Scope Directory Search enabled and needs to add your tenant to this solution I strong advise you to open a case with the Microsoft Teams team as the solution is not "universal"

Have a great day ahead.

Best Regards,
Deivid Araujo

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Hey Deivid -

Do you have any more details on the solution? I opened a case with Microsoft (SR 26263037) - but the agent would only direct me to vote for the feature in user voice.... I even quoted/referenced this thread, and the only thing he's coming back with is "The Known issue has also been brought to attention to my senior colleague for plans in the feature"

.... not really helpful.

Thank you!
Greg Edwards

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Hey Edwards,

Unfortunately, I do not have more details regarding it. Let me jump in and add an internal note to my colleague who is working on case 26263037 in order to share more details regarding it.

Have a great day,

Best Regards,
Deivid Araujo

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JimmyYang-MSFT avatar image
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JimmyYang-MSFT answered ArmsBrandon-6097 commented

@ArmsBrandon-6097

Enterprise Voice enabled or on-premise users can call a call queue from Teams client. The following link shows the call route using auto attendants and call queues for your reference:

https://docs.microsoft.com/en-us/microsoftteams/plan-auto-attendant-call-queue#plan-your-call-routing-flow


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how would a teams user call the "support call queue" in the diagram in the link you sent without calling the TN of the AA or the TN of the queue? is that possible? can the queue (resource account) be contacted directly from the teams client?

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PedroPetersen avatar image
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PedroPetersen answered PedroPetersen commented

Hello @ArmsBrandon-6097

You can use the Teams client search box to find the Call Queue Resource Accounts, but they don't show up as soon as you type, you must insert part of the name and press Enter, then you can find them in the left panel under the "People" tab.

82004-image.png

But you can also dial the Call Queue phone number from your Teams client. Teams will perform the Reverse Number Lookup (RNL) and the call will reach the Call Queue without being routed to the PSTN.

Hope it helps.


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Hi Pedro

I tried that and nothing shows up. perhaps its due to only having the phone system - virtual license? i'm going to try deleting it and re creating with an E3 and phone system license

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Hi @ArmsBrandon-6097

Resource Accounts used for Call Queues should be licensed with the Microsoft 365 Phone System - Virtual User (and it's great because they are free), so your current scenario is fine, it's not necessary assign any additional license to them.

Try to confirm the Display Name of your Call Queues and search for them from the beginning of the name.
Ex: For a call queue named "Technical Support Team", avoid searching for "Support" and try to use "Technical Sup". I know it's weird, but Teams search not always return the correct results when using the second or third object's name.

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ArmsBrandon-6097 avatar image
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ArmsBrandon-6097 answered

here's my setup

account:
82451-account.png

resource account:
82426-image.png

queue:
82375-image.png

teams:
82394-image.png



account.png (3.1 KiB)
image.png (11.1 KiB)
image.png (12.0 KiB)
image.png (6.4 KiB)
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ArmsBrandon-6097 avatar image
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ArmsBrandon-6097 answered JimmyYang-MSFT edited

think i found the issue. we have this set in teams:

82515-image.png

so rather than looking at our azure ad addresses, teams it using our exchange online address list which only includes mail enabled objects. these accounts arent mail enabled so that explains why they arent showing up in a search. working with my systems team to disable that setting in teams and search again after a couple of hours.



image.png (6.7 KiB)
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Hi @ArmsBrandon-6097

Thanks for your sharing! If the above reply is helpful to you, you can try to mark it as a answer to close the thread.

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