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#__make_a_call
Call Queue commented
This works fine with PSTN Calls but is strongly needed in TEAMS Internal calls. Agents in Hotlines need to hide their identity!
It dosen't work... Outgoing calls via the queue do not work. There's am error message: not available. Anyone an idea?
FYI everyone that call queues are not sending HISTORY-INFO data to the trunk (direct routing). I raised a ticket on this and Microsoft have come back "by design". So if you forward a call via call queue there is no HISTORY-INFO data in the invite at all.
Call forwarding for normal teams users works fine and HISTORY-INFO comes through.
Grant Avey commented
It looks like they just added this functionality, I think its called collaborative call queues.
although it doesn't seem to work on the android app but it works great on the desktop app I've also had some trouble getting Yealink teams desk phones phones to work with it to. hopefully there will be a software update soon to make the functionality work better on those devices
in the Teams Admin Center just go to the Voice => call queues => then choose your call queue.
under Assign calling ID add the resource account with the number you want to call from.
You will also have to go to call answering section and select "choose a team" then select the team and chanel that you want to use the call queue with.
now when calling the users can open teams and go to the channel for that call queue and select what number they are calling from. they can also decide whether or not to recieve calls from that queue If you have that ability turned on.
this guy explains it better https://www.linkedin.com/pulse/teams-dynamic-caller-id-thomas-eklund,
Granting the CsOnlineVoiceRoutingPolicy fixed the "issue" for direct routing for me.
See, when you configure it correctly it suddenly works.
Wim Groffils commented
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.
Same .... It doesn't work with Direct routing configuration !
Its not working for me with Direct Routing as well.
Is there any workaround or will there be changes in the future?
Top StoreAZ commented
I tried "Assign Calling ID" on Direct Routing. Seems not working.
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)
Bruno Guggisberg commented
This is essential - please enable!
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.
Alex Faes commented
Mattias Skog commented
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!
Feature very much appreciated to replace other well known call center solution and to move on further with Microsoft.
This is needed urgently for call center hotline!
Thomas H. commented
This is needed very urgently! How does MS do that when internal Call centers are calling people inside or outside their organization?
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.
This is a really essential feature for teams in a hotline.
Ragavendiran Ranganathan commented
Please add this feature soon