teams call queue

Question

how do you call a call queue from your teams client internally? the resource account doesnt show up? do you have to use the external phone number?

Answer 1

Hello @Arms, Brandon

You are 100% right, If you have Scope Directory Search in place, you will no longer be able to search by the Call Queue and Auto Attendants resource accounts on Teams.

The problem of removing the Scope Directory is that if you have unlicensed accounts on your environment, these accounts will be searchable in Teams.

Fortunately there is a solution to enable the Scope directory search and allow the users to search by the Call Queue and Auto Attendants resource accounts. If you still need to have the Scope Directory Search enabled and needs to add your tenant to this solution I strong advise you to open a case with the Microsoft Teams team as the solution is not "universal"

Have a great day ahead.

Best Regards,
Deivid Araujo

Answer 2

@Arms, Brandon

Enterprise Voice enabled or on-premise users can call a call queue from Teams client. The following link shows the call route using auto attendants and call queues for your reference:

https://learn.microsoft.com/en-us/microsoftteams/plan-auto-attendant-call-queue#plan-your-call-routing-flow

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Answer 3

Hello @Arms, Brandon

You can use the Teams client search box to find the Call Queue Resource Accounts, but they don't show up as soon as you type, you must insert part of the name and press Enter, then you can find them in the left panel under the "People" tab.

But you can also dial the Call Queue phone number from your Teams client. Teams will perform the Reverse Number Lookup (RNL) and the call will reach the Call Queue without being routed to the PSTN.

Hope it helps.

Answer 4

here's my setup

account:

resource account:

queue:

teams:

Answer 5

think i found the issue. we have this set in teams:

so rather than looking at our azure ad addresses, teams it using our exchange online address list which only includes mail enabled objects. these accounts arent mail enabled so that explains why they arent showing up in a search. working with my systems team to disable that setting in teams and search again after a couple of hours.