Search for Teams Resource Account in New Teams

Question

Scenario

We use MS Teams and Landis Contact Center as a call center solution.  Our end users need the ability to transfer calls to different Landis Contact Center call queues.  To do this they search for the Teams Resource account associated with the queue.  For example, if someone needs to transfer a call to our IT Support call queue, they would search for the Resource Account named “RA-ITsupport”.

 

We are also using Exchange Online Address Book Policies to separate our staff and student population.  We do have the Teams Search by Name feature enabled do scope the Teams search directory. 

Originally to get the Teams resource accounts searchable we used a script to create a chat between the end user and the resource account.  This worked until a few weeks ago.

https://medium.com/@mozzeph/why-can-only-some-users-search-auto-attendants-and-call-queues-in-teams-940402164681

 

Issue

Now end users who are on the New Teams cannot get search results back.  If they toggle back to the Classic Teams client they can get results. 

 

As a work around I can remove our Exchange Address Book policy from the user's mailbox, and they can search for resource accounts in the New Teams client.

 

Is there a way to surface Teams Resource accounts an Exchange Address Book policy?

Answer 1

Hi @igibason

You may encounter some unexpected problems after switching to New Teams. To fix this problem more quickly, you can send a feedback directly to Microsoft Feedback to add it in future updates.

Many features of our current products are designed and upgraded based on customers’ feedback. With requirements like this increase, the problem may well be released in the future.

From your description, you are using Address book policies in Exchange Online to limit which users can be seen when searching the directory in Teams.

If your organization meets the required licenses and permissions, we recommend that you use Information Barriers in Teams to implement the same functionality.

Information barriers V1 is automatically respected for people search in all people search entry points in new Teams client when configured. There's no need to enable this setting to hide users in search.

Additionally, when Scope directory search using an Exchange address book policy is turned on, all accounts that are marked as hidden in Exchange won't show up in Teams searches.

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