Problem with Call Queue Internally

IniobongNkanga-8038 556

Hello

When trying to call a call queue internally, the only method I can see on how to do this is to call the resource account attached to the call queue. Users would typically search for this account by name, in this instance "Call Q - IT (Deepings)" in order to make the call rather than dialling the associated phone number.

This method doesn't appear to work, when the setting "Scope directory search using an Exchange address book policy" is turned on within the Teams admin centre (Teams Settings).

The resource account is unsearchable and as such the call queue can't be called internally without dialling the resource accounts associated phone number which isn't a viable solution for our users.

Dillon Silzer 57,231 Reputation points

2022-09-16T15:53:16.753+00:00

Are they hidden from the GAL (i.e. msExchHideFromAddressLists set to $true?). I can't say I've had this issue, but just making a suggestion.
JimmyYang-MSFT 51,716 Reputation points Microsoft Vendor

2022-09-19T09:41:45.747+00:00

Hi @IniobongNkanga-8038

Do you mean all the resource account cannot search in Teams client?

If you create a new resource account, could you search this new account in your environment?

As DillionJS said, please try to check if you have set the msExchHideFromAddressLists to true to hidden those account.
IniobongNkanga-8038 556 Reputation points

2022-09-20T09:59:03.03+00:00

Thank you for your reply.

We recently migrated to Teams telephony, so this is the first time trying to call the call Queue internally.

We have Office 365 A1 for Faculty license and Microsoft Teams Phone Resource Account for Faculty.

The resource accounts are visible within the admin centres. They are not searchable from Microsoft Teams, web or app version. They are searchable and do appear within the Outlook address book.

Initially, this setting couldn't be changed because the resource account didn't have an Exchange license. During testing, I have assigned the resource accounts Exchange licenses and the accounts are set to show in the global address list.

We are unable to search for any of the resource accounts within the Teams client. This means we're unable to easily search for and call a Call Queue.
IniobongNkanga-8038 556 Reputation points

2022-09-20T09:59:18.283+00:00

Thank you for your reply.

We recently migrated to Teams telephony, so this is the first time trying to call the call Queue internally.

We have Office 365 A1 for Faculty license and Microsoft Teams Phone Resource Account for Faculty.

The resource accounts are visible within the admin centres. They are not searchable from Microsoft Teams, web or app version. They are searchable and do appear within the Outlook address book.

Initially, this setting couldn't be changed because the resource account didn't have an Exchange license. During testing, I have assigned the resource accounts Exchange licenses and the accounts are set to show in the global address list.

We are unable to search for any of the resource accounts within the Teams client. This means we're unable to easily search for and call a Call Queue.

Share via

Problem with Call Queue Internally

Your answer