Make calls on behalf of Call Queue or Auto Attendant (Resource account)

Make calls on behalf of Call Queue (or resource account)

Step 1 : create a resource account

First log in to teams admin center, admin.teams.microsoft.com, and log in using your credentials.

On the left Column, navigate to Voice. Scroll down in Voice and search for resource accounts.

Click on resource accounts, and click on add

Once you click on Add, enter a display name for the resource account and a username, and under Resource account type, Select call queue.

Click save to save it and now you need to assign a number to it, before doing that you would need to assign the resource account 2 licenses, One would be Teams resource account license and the other any calling plan license so it would be able to call from this number.

Step 2 : Licenses

Head on to Microsoft 365 admin center, admin.microsoft.com , and on the left column navigate to Users->Active Users.

Search for the resource account you just created in Active users. Click on it and then click on licenses and apps.

Over there, assign the resource account 2 licenses, Microsoft teams Phone Resource account, and any calling plan license (in this case it is Microsoft Teams Domestic Calling Plan)

Press save changes to save the changes.

Step 3 : Assigning phone number to resource account

Head back to the Teams admin center where you left off in resource accounts. Over there select your resource account and then click on assign/unassign.

When you click on Assign/Unassign, you can assign a phone number to it, in number type, you have to select if the number is from calling plan or from direct routing. And in the assigned phone number, enter the number there, (if it is from calling plan there would be a drop down menu from where you can select numbers).

And then click on save, leave assigned to empty for the moment.

Step 4 : Create a call queue

On the left column, navigate to call queues.

Click on Add and add a name for your call queue, and in resource accounts, add the resource account you have just created.

Scroll down to Assign Caller ID, and over there you have to assign the same Resource account.

Then click on next, and move towards the Call Answering section.

Then, in call answering you would have two options, either to choose a team or choose users and groups. You need to click on choose a team, and then assign a team to it. (The team should contain all members who will be calling from the resource account number).

Then click on next, and if required make the necessary adjustments and then submit the call queue.

Step 5 : Calling from the resource account

Then in the dialer, dial a number you wish to call, and before making the call you would need to switch from your own number to the call queues number. To do that, there would be a drop down menu right beside the button of call where you can choose to call as you or call as the call queue.

Once you select the call queue(in this case the name is "TestingOutbound") , the call would be made on behalf of the call queue.