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Microsoft Teams – Adding numbers to call queues

A few clients have remarked that it's not straightforward to assign numbers to call queues within the new Microsoft Teams Admin panel, especially if you're not in the US. To make life easier, we thought we would put together a quick guide on how to do this if you are in the UK.

To get started, we have a few basic requirements:
  1. Microsoft Teams – yes, we know it sounds obvious, but you need to have Teams enabled and installed on a few pilot computers to test this.
  2. Correct Office 365 Licence – to use the phone system, you need to have the correct Office 365 plan, one that includes the "phone system" feature. Your users also need calling credits. The Office 365 plans that include phone system are: Microsoft 365 E5, Office 365 E5, Meeting Room, Common Area Phone
  3. Phone Numbers - this guide assumes you have already obtained calling plan numbers within Office 365, for calling queues, we need "service numbers" and NOT "user numbers".
Office-365-services
phone-virtual-user

Once you have a few users on the right plan, you can also get some "Phone System - Virtual User" licences from the Billing > Purchase Service page within the Office 365 Admin Centre. These are free to obtain and save you paying for "non-user" numbers.

Once that's all sorted, head into the Teams Admin Centre, and into the legacy skype Administration panel. From there go into Voice > Phone Numbers and choose a "Service Number" for this calling queue, write it down, you'll need it later.

phone-numbers
Screenshot 2019-07-25 at 16.05.23

From there, go into "Org-wide settings" within the Teams Admin Centre and "resource accounts". Create a new resource account using the "Add" button. You can use the General 365 admin console, but we prefer to do it via the Teams Admin panel.

Now go into the Office 365 user admin, select your new resource account, and Choose your licence region and assign a "Phone System - Virtual User' licence to the account.

While you're in the O365 admin centre, also create a distribution group containing the users that you wish to be in the calling queue.

office-365-add-license
teams-powershell2
teams-resource-accounts

Once complete, fire up PowerShell and connect to skype online. Use the following command to assign the number to the resource account:

Set-CsOnlineVoiceApplicationInstance -Identity "PSTN_Demo1@cloudable.biz" -TelephoneNumber "+44 117 xxx 3478"

 

Once successful, run the command:

Get-CsOnlineTelephoneNumber -TelephoneNumber "+44 117 xxx 3478"

 

Use this to check the number has assigned properly. You should also be able to see the telephone number assigned to your resource account within the Microsoft Teams Admin panel.

You can now create the call queue within the Teams Admin Panel using the resource account and distribution groups you have just created. You can also change other options such as how the call assignment works or upload custom music/message files, these files need to be in MP3, WAV, WMA formats and less than 5MB, for this reason, we recommend MP3 files at 192kbps

teams-calling-queue

Let us know how this guide worked out for you; hopefully, it saves you some of the investigations we had to do to get this working properly. Feel free to comment on what other guides you would like to see, and we'll do our best to get them written for you.

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