issue with call as a call queue

Question

We created a collaboration space, with 1 channel to be used for 1 call queue. This will be used for outgoing calls only! This call queue has a resource account with a phone number linked to it, to be used as a caller ID when people are calling out from this specific call queue.

There are a total of 489 members in this collab space, and as i understood there is no limit for the number of users that can use the outbound caller id of a call queue. Issue now is that several users simply don't get the option to call as this call queue, while others have no problem.

Anybody any idea what's a good way to troubleshoot this, besides clearing the cache? Does anyone maybe has a similar experience, and perhaps a solution?

Thnx in advance!

Answer 1

Hi @Vansighen Christophe,

Thank you for posting in Microsoft Q&A Forum.

Based on your description, could you please review and confirm whether the resource accounts have the correct license and phone number configuration?

Please reach out to your Global Admin (the person who manages all accounts in your tenant) to check the following:

If you're end-user in your organization and unsure who the Global Admin is, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support.

1- As far as I know, each resource account must have a Microsoft Teams Phone Resource Account license and meet one of these requirements. If any component is missing, users will not see the Caller ID option:

• Calling Plan license + phone number
• Operator Connect phone number
• Online voice routing policy (Direct Routing)

For your reference: Create a Call queue in Microsoft Teams

2- In Teams Admin Center > Voice > Caller ID policies, please verify that the policy allows displaying Caller ID from the resource account and that Block incoming caller ID is turned off. If no suitable policy exists, you can try creating a new one and assigning it to the affected users to see if the behavior changes. You can refer to this article: Manage caller ID for users - Microsoft Teams | Microsoft Learn

3- Or in Voice > Policies > Dial-out policies, check that users are not restricted from making PSTN calls.

4- You can also check in Teams Admin Center > Users > Manage users, select the affected user and reconfirm Voice settings (Enterprise Voice is enabled) and the correct Caller ID policy is assigned

Thank you for your time, I'm looking forward to your response.

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