Agents cannot see the "Calls" tab in the Teams app unless they have 'CallingPlan' in the CsOnlineUser FeatureTypes-attribute.

Question

Hello

Please i need your help on this issue.

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?

Answer 1

Hi @Iniobong Nkanga

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.

Yes. Following the creation steps in the documentation does not mention the steps to assign licenses.

But according to your description, it seems that you are the agent who receives calls from the call queue. The agent that receives calls from the call queue must be an online user who is enabled for the enterprise language or a local user. For more details, see: Plan for Teams auto attendants and call queues.

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