Create a call queue via cmdlets

Assumptions

  1. PowerShell is installed on your computer

    • Set up your computer for Windows PowerShell

    • MSTeams Module Installed

      Install-Module -Name MicrosoftTeams -Force -AllowClobber
      
    • MSOnline module installed

      Install-Module -Name MSOnline -Force -AllowClobber
      
  2. You have tenant administration rights

  3. You have purchased Microsoft Teams Phone

  4. The agents, distribution lists, and Teams channels referred to below have already been created

Note: The Teams Channel cmdlet used below is part of the Public Preview version of Teams PowerShell Module. For more information, see Install Teams PowerShell public preview and also see Microsoft Teams PowerShell Release Notes.

Users who already have the MicrosoftTeams module installed should Update-Module MicrosoftTeams to ensure the most up-to-date version is installed.

Scenario

The following three call queues will be created:

Sales Call Queue information:

  • Fronted by Auto Attendant: Yes
  • Direct calling from PSTN: No
  • Language: English US
  • Greeting: None
  • Music on hold: Play an audio file
    • Filename: sales-hold-in-queue-music.wav
  • Call Answering: Users
    • Bill@contoso.com
    • Mary@contoso.com
  • Conference Mode: On
  • Routing method: Attendant
  • Presence-based routing: Off
  • Call agents can opt out of taking calls: Yes
  • Call agent alert time: 15
  • Call overflow handling: 200
    • Redirect to: Adele@contoso.com
  • Call timeout handling: 120 seconds
    • Redirect to: Adele@contoso.com

Support Call Queue information:

  • Fronted by Auto Attendant: Yes
  • Direct calling from PSTN: No
  • Language: English UK
  • Greeting: Play an audio file
    • Filename: support-greeting.wav
  • Music on hold: Play an audio file
    • Filename: support-hold-in-queue-music.wav
  • Call Answering: Support distribution list
    • Support@contoso.com
  • Conference Mode: On
  • Routing method: Longest Idle
  • Presence-based routing: N/A – on by default because of Longest Idle
  • Call agents can opt out of taking calls: No
  • Call agent alert time: 15
  • Call overflow handling: 200
    • Redirect: Support Shared Voicemail
      • Play an audio file (support-shared-voicemail-greeting.wav)
      • Transcription enabled
  • Call timeout handling: 45 minutes
    • Redirect: Support Shared Voicemail
      • TTS: "We're sorry to have kept you waiting and are now transferring your call to voicemail."
      • Transcription enabled

Facilities Collaborative Calling Queue information:

  • Fronted by Auto Attendant: No
  • Direct calling from PSTN: No (internal calling only)
  • Language: French FR
  • Greeting: None
  • Music on hold: default
  • Call Answering: Team: Facilities
  • Call Answering Channel: Help Desk
    • Channel Owner: Fred@contoso.com
  • Conference Mode: On
  • Routing method: Round Robin
  • Presence-based routing: On
  • Call agents can opt out of taking calls: No
  • Call agent alert time: 15
  • Call overflow handling: 200
    • Disconnect
  • Call timeout handling: 45 minutes
    • Disconnect

Login

You will be prompted to enter your Teams administrator credentials.

$credential = Get-Credential
Connect-MicrosoftTeams -Credential $credential
Connect-MsolService -Credential $credential

Sales Queue

Create Audio Files

Replace "d:\" with the path to where the wav files are stored on your computer.

$content = Get-Content "d:\sales-hold-in-queue-music.wav" -Encoding byte -ReadCount 0
$audioFileSalesHoldInQueueMusicID = (Import-CsOnlineAudioFile -ApplicationID HuntGroup -FileName "sales-hold-in-queue-music.wav" -Content $content).ID

Get Users ID

$userAdeleID = (Get-CsOnlineUser -Identity "sip:adele@contoso.com").Identity
$userSalesBillID = (Get-CsOnlineUser -Identity "sip:bill@contoso.com").Identity
$userSalesMaryID = (Get-CsOnlineUser -Identity "sip:mary@contoso.com").Identity

Get list of supported languages

Get-CsAutoAttendantSupportedLanguage

Create Call Queue

New-CsCallQueue -Name "Sales" -AgentAlertTime 15 -AllowOptOut $true -MusicOnHoldAudioFileID $audioFileSalesHoldInQueueMusicID -OverflowAction Forward -OverflowActionTarget $userAdeleID -OverflowThreshold 200 -TimeoutAction Forward -TimeoutActionTarget $userAdeleID -TimeoutThreshold 120 -RoutingMethod Attendant -ConferenceMode $true -User @($userSalesBillID, $userSalesMaryID) -LanguageID "en-US"

Get license types

Get-MsolAccountSku

Create and Assign Resource Account

Note: Phone number not required here as call queue is front ended by an Auto Attendant

  • ApplicationID
    • Auto Attendant: ce933385-9390-45d1-9512-c8d228074e07
    • Call Queue: 11cd3e2e-fccb-42ad-ad00-878b93575e07

Note: The license type shown below (PHONESYSTEM_VIRTUALUSER) must be one that is listed by the Get-MsolAccountSku cmdlet above.

New-CsOnlineApplicationInstance -UserPrincipalName Sales-RA@contoso.com -DisplayName "Sales" -ApplicationID "11cd3e2e-fccb-42ad-ad00-878b93575e07"

Set-MsolUser -UserPrincipalName "Sales-RA@contoso.com" -UsageLocation US

Set-MsolUserLicense -UserPrincipalName "Sales-RA@contoso.com" -AddLicenses "contoso:PHONESYSTEM_VIRTUALUSER"

$applicationInstanceID = (Get-CsOnlineUser -Identity "Sales-RA@contoso.com").Identity
$callQueueID = (Get-CsCallQueue -NameFilter "Sales").Identity

New-CsOnlineApplicationInstanceAssociation -Identities @($applicationInstanceID) -ConfigurationID $callQueueID -ConfigurationType CallQueue

Support Queue

Create audio files

Replace "d:\" with the path to where the wav files are stored on your computer.

$content = Get-Content "d:\support-greeting.wav" -Encoding byte -ReadCount 0
$audioFileSupportGreetingID = (Import-CsOnlineAudioFile -ApplicationID HuntGroup -FileName "support-greeting.wav" -Content $content).ID

$content = Get-Content "d:\support-hold-in-queue-music.wav" -Encoding byte -ReadCount 0
$audioFileSupportHoldInQueueMusicID = (Import-CsOnlineAudioFile -ApplicationID HuntGroup -FileName "support-hold-in-queue-music.wav" -Content $content).ID

$content = Get-Content "d:\support-shared-voicemail-greeting.wav" -Encoding byte -ReadCount 0
$audioFileSupportSharedVoicemailGreetingID = (Import-CsOnlineAudioFile -ApplicationID HuntGroup -FileName "support-shared-voicemail-greeting.wav" -Content $content).ID

Get Support team group ID

$teamSupportID = (Get-Team -displayname "Support").GroupID

Get list of supported languages

Get-CsAutoAttendantSupportedLanguage

Create Call Queue

New-CsCallQueue -Name "Support" -AgentAlertTime 15 -AllowOptOut $false -DistributionLists $teamSupportID -WelcomeMusicAudioFileID $audioFileSupportGreetingID -MusicOnHoldAudioFileID $audioFileSupportHoldInQueueMusicID -OverflowAction SharedVoicemail -OverflowActionTarget $teamSupportID -OverflowThreshold 200 -OverflowSharedVoicemailAudioFilePrompt $audioFileSupportSharedVoicemailGreetingID -EnableOverflowSharedVoicemailTranscription $true -TimeoutAction SharedVoicemail -TimeoutActionTarget $teamSupportID -TimeoutThreshold 2700 -TimeoutSharedVoicemailTextToSpeechPrompt "We're sorry to have kept you waiting and are now transferring your call to voicemail." -EnableTimeoutSharedVoicemailTranscription $true -RoutingMethod LongestIdle -ConferenceMode $true -LanguageID "en-US"

Get license types

Get-MsolAccountSku

Create and Assign Resource Account

Note: Phone number not required here as call queue is front-ended by an Auto Attendant

  • ApplicationID
    • Auto Attendant: ce933385-9390-45d1-9512-c8d228074e07
    • Call Queue: 11cd3e2e-fccb-42ad-ad00-878b93575e07

Note: The license type shown below (PHONESYSTEM_VIRTUALUSER) must be one that is listed by the Get-MsolAccountSku cmdlet above.

New-CsOnlineApplicationInstance -UserPrincipalName Support-RA@contoso.com -DisplayName "Support" -ApplicationID "11cd3e2e-fccb-42ad-ad00-878b93575e07"

Set-MsolUser -UserPrincipalName "Support-RA@contoso.com" -UsageLocation US

Set-MsolUserLicense -UserPrincipalName "Support-RA@contoso.com" -AddLicenses "contoso:PHONESYSTEM_VIRTUALUSER"

$applicationInstanceID = (Get-CsOnlineUser -Identity "Support-RA@contoso.com").Identity
$callQueueID = (Get-CsCallQueue -NameFilter "Support").Identity

New-CsOnlineApplicationInstanceAssociation -Identities @($applicationInstanceID) -ConfigurationID $callQueueID -ConfigurationType CallQueue

Facilities Collaborative Calling Queue

Get Facilities team group ID

$teamFacilitiesGroupID = (Get-Team -DisplayName "Facilities").GroupID

Get Facilities Help Desk team channel ID

Get-TeamChannel -GroupId $teamFacilitiesGroupID
$teamFacilitiesHelpDeskChannelID = "{assign ID from output of above command}"

Get Facilities Help Desk channel owner user ID

$teamFacilitiesHelpDeskChannelUserID = (Get-TeamChannelUser -GroupId $teamFacilitiesGroupID -DisplayName "Help Desk" -Role Owner).UserId

Get On Behalf Of Calling Resource Account ID

$oboResourceAccountID = (Get-CsOnlineUser -Identity "MainAA-RA@contoso.com").Identity

Get list of supported languages

Get-CsAutoAttendantSupportedLanguage

Create Call Queue

New-CsCallQueue -Name "Facilities" -AgentAlertTime 15 -AllowOptOut $false -ChannelId $teamFacilitiesHelpDeskChannelID -ChannelUserObjectId $teamFacilitiesHelpDeskChannelUserID  -ConferenceMode $true -DistributionList $teamFacilitiesGroupID -LanguageID "fr-FR" -OboResourceAccountIds $oboResourceAccountID -OverflowAction DisconnectWithBusy -OverflowThreshold 200 -RoutingMethod RoundRobin -TimeoutAction Disconnect -TimeoutThreshold 2700 -UseDefaultMusicOnHold $true 

Get license types

Get-MsolAccountSku

Create and Assign Resource Account

Note: Phone number not required here as call queue is front-ended by an Auto Attendant

  • ApplicationID
    • Auto Attendant: ce933385-9390-45d1-9512-c8d228074e07
    • Call Queue: 11cd3e2e-fccb-42ad-ad00-878b93575e07

Note: The license type shown below (PHONESYSTEM_VIRTUALUSER) must be one that is listed by the Get-MsolAccountSku cmdlet above.

New-CsOnlineApplicationInstance -UserPrincipalName Facilities-RA@contoso.com -DisplayName "Facilities" -ApplicationID "11cd3e2e-fccb-42ad-ad00-878b93575e07"

Set-MsolUser -UserPrincipalName "Facilities-RA@contoso.com" -UsageLocation US

Set-MsolUserLicense -UserPrincipalName "Facilities-RA@contoso.com" -AddLicenses "contoso:PHONESYSTEM_VIRTUALUSER"

$applicationInstanceID = (Get-CsOnlineUser -Identity "Facilities-RA@contoso.com").Identity
$callQueueID = (Get-CsCallQueue -NameFilter "Facilities").Identity

New-CsOnlineApplicationInstanceAssociation -Identities @($applicationInstanceID) -ConfigurationID $callQueueID -ConfigurationType CallQueue