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Make a call on behalf of a Call Queue

A call queue agent should be able to make a call on behalf of the call queue they are a member of. The calling line ID should be shown as the number associated with the Call Queue and not the agent's personal number.

Similar functionality existed in Lync and Skype for Business - https://support.office.com/en-us/article/answer-and-make-calls-for-a-response-group-in-lync-2010-d9182de9-32f6-492d-90cd-9bd0c0a390b2#makeacall

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Andrew Gordon shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

31 comments

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  • Wim Groffils commented  ·   ·  Flag as inappropriate

    The "trick" to do this is using dedicated licenced users (name it "callgroup 1" or any logical name for you) with phone licence add on activated on it, apparently should have to use the teams admin center, then Users and choose the voice tab on the user you made ("callgroup1"). Use "call delegation", add a user (try yours to test, can be romoved in the same way afterwards) set permitions to "Make Calls". Done
    In the Teams Calls tab you can now see a selection (drop-down arrow) next to the "Call"-button after introducing a name or phonenumber number, this now contains "Call as" options.

  • Dennis commented  ·   ·  Flag as inappropriate

    Its not working for me with Direct Routing as well.
    Is there any workaround or will there be changes in the future?

  • Anonymous commented  ·   ·  Flag as inappropriate

    I think Microsoft have enabled this somewhat sneakily. When you edit a call Queue there is now an option called: "Assign Calling ID". The description reads: "Agents can make outbound calls using the phone numbers on the following Resource Accounts"

    I enabled this and it works in the client (you do need to assign a OnlineVoiceRoutingPolicy if the call is external)

  • Anonymous commented  ·   ·  Flag as inappropriate

    We would like to see this option because in process of migrating from Skype on Prem to Teams direct Routing this is an often asked topic.

  • Mattias Skog commented  ·   ·  Flag as inappropriate

    For us and our customers this is also i must have and without this feature Call Queues are useless! To set outgoing caller ID though a policy is not an option as you can only set one Caller ID policy per user and our users can be members of several Call Queues and also need to be able to call on behalf of any of them. Please add this ASAP!

  • Bjoern commented  ·   ·  Flag as inappropriate

    Feature very much appreciated to replace other well known call center solution and to move on further with Microsoft.

  • Thomas H. commented  ·   ·  Flag as inappropriate

    This is needed very urgently! How does MS do that when internal Call centers are calling people inside or outside their organization?

  • Mark commented  ·   ·  Flag as inappropriate

    Hi, we have hotlines like this too and this would be a huge feature for us. We need to give the agents the option in their teasm call settings to switch between their personal numbers and the call queue number.

  • Gilbert Aispuro commented  ·   ·  Flag as inappropriate

    Can't this be accomplished by creating a "Caller ID Policy" that has the feature enabled "Override the Caller ID Policy"?

    "Override the Caller ID Policy: Allows users to set their own Caller ID settings within Teams. This only applies to outbound calls."

  • Patrick Hägler commented  ·   ·  Flag as inappropriate

    Please add this future. Right now I have a customer with a Mitel PBX, he don't won't migrate to Teams without this feature.

  • Gwyn Thomas commented  ·   ·  Flag as inappropriate

    Same for Auto Attendants so that all users can display the main company number or for Operator dial out

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