outbound calling plan

Question

outbound calling plan

Iniobong Nkanga 2,081

Hello

Please i need your help on this issue.

Without access to this tab, they cannot se the call log, voicemail etc that is contained within that pane.

We do not need outbound calling for this service and as I understand the documentation a Teams Phone Standard-license and EnterpriseVoiceEnabled set to "True" should be enough.

As I mentioned, the agents with the Teams Phone Standard-license can still receive calls from the Calling Queue, so that part seems to work as intended.

An oddity I have observed is that the agents/users that have only the Teams Phone Standard-license active are still listed as having MCOPSTN1 assigned to them in the Assigned Plan attribute in CsOnlineUser.

Is this a bug or do the agents all need to have an outbound calling plan even though we do not use Teams to make phone calls to PTSN-numbers?

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JimmyYang-MSFT 58,781 Moderator

@Iniobong Nkanga

Do you mean you could not use Voicemail in Mirosoft Teams?

If you’re an administrator, you can use the following diagnostic tool to validate that a user is properly configured to use voicemail in Teams:

Select Run Tests below to populate the diagnostic in the Microsoft 365 admin center.

Run Tests: Voicemail

In the Run diagnostic pane, enter the email of the user who is having issues receiving voicemail in the Username or Email field, and then select Run Tests.

The tests will return the best next steps to address any tenant or policy configurations to validate that the user is properly configured to receive voicemail in Teams.

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Iniobong Nkanga 2,081 Reputation points

2023-05-01T20:24:00.0533333+00:00

Hello JimmyYang-MSFT

Thank you for your reply.

We have created a working calling queue with one US and one NO external phone number assigned to resource accounts, and the agents can receive calls from the queue

However, the agents cannot see the "Calls" tab in the Teams app unless they have 'CallingPlan' in the CsOnlineUser FeatureTypes-attribute.
Without access to this tab, they cannot se the call log, voicemail etc that is contained within that pane.

We do not need outbound calling for this service and as I understand the documentation a Teams Phone Standard-license and EnterpriseVoiceEnabled set to "True" should be enough.

As I mentioned, the agents with the Teams Phone Standard-license can still receive calls from the Calling Queue, so that part seems to work as intended.

An oddity I have observed is that the agents/users that have only the Teams Phone Standard-lisence active are still listed as having MCOPSTN1 assigned to them in the AssignedPlan attribute in CsOnlineUser.

Is this a bug or do the agents all need to have an outbound calling plan even though we do not use Teams to make phone calls to PTSN-numbers?
JimmyYang-MSFT 58,781 Reputation points Moderator

2023-05-08T09:59:13.0033333+00:00

Hi @Iniobong Nkanga

Calling plan is needed for Outbound calls in Microsoft Teams
Iniobong Nkanga 2,081 Reputation points

2023-05-08T14:23:07.2966667+00:00
thank you for getting back to me.

Hello JimmyYang-MSFT

Please I need a little clarification:

“The Calls app is hidden if the Teams user does not have PSTN capability. This was by design to prevent these users from attempting to place PSTN calls.

Work is planned to allow users without PSTN calling to have access to the calls tab in voice enabled channels without a dial pad.”

Is my understanding correct, please confirm or clarify further:

Users/Agents assigned the ‘Teams Phone Standard’-license and no additional calling plan do by definition “not have PSTN capability” even though they can receive calls via the Call Queue / assigned Resource Account.

As of today, users without PSTN capability (i.e. users described point 1) cannot access the “Calls” tab in channels assigned to a Call Queue.

Work is planned that at some point in the future will allow users without PSTN capability to be able to access the calls tab in channels assigned to a Call Queue.

Could you explain/clarify this sentence: “Collaborative Calling: Calls App Should Show for All Eligible Agents”

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