Catch call queue call events with Teams Calling SDK

Question

I'm using the Teams Calling SDK for javascript to get incoming call events for subscribed users. I'd like to get an incoming call event or similar when one or more users are called by a calling queue, even if they don't pick it up.

The SDK's feature list does mention being able to receive and transfer calling queue calls (last two entries under 'Advanced call routing'), so I expect this to be possible. Does anyone have experience with this?

Additionally, if this was possible, I was wondering if I could get the actual caller's phonenumber. The calling queue is technically calling the subscribed user, so I worry that I'll just get the queue number as 'caller number' instead.

Answer 1

@Jeroen H - If you want to answer calls as a Teams user (using the ACS SDK) from a Teams call queue, it's possible as long as the queue is configured to route calls to that Teams user.

If you're wondering how to register an incoming call event handler as a Teams user, you can refer to this quickstart guide: https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/voice-video-calling/get-started-with-voice-video-calling-custom-teams-client?tabs=uwp&pivots=platform-web

Regarding your other question about whether the original caller's number is surfaced via the incoming event, we do indeed surface both the original caller's number and the call queue name.

However, if your question is about receiving incoming call events via Azure Event Grid for a Teams user (using the ACS SDK), such as the events listed below, this feature is not available today.
Ref Doc: https://learn.microsoft.com/en-us/azure/event-grid/communication-services-voice-video-events#microsoftcommunicationincomingcall

Thanks, 

Nivedipa 

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