Landis Contact Center for Microsoft Teams
  • About
  • Getting Started
  • Setup
    • Organization Settings
    • Set Up Users
    • Set Up Queue
      • Calling Queue
      • Chat Queue
        • Web Chat
    • Set Up IVR
    • Set Up Queue or IVR Resource Account
      • Option 1: Teams Admin Center
      • Option 2: Contact Center (Preview)
    • Set Up Policy Call Recording
    • Set Up Sentiment Analysis
    • Set Up Business Hours Sets
    • Set Up Holiday Hours Sets
    • Set Up Organization Units
    • Set Up Wall boards
    • Set Up Wrap-Up Question Set
    • Set Up Scheduled Reports
    • Set Up Auto Attendant [Teams]
    • Install Teams App
    • Failover Options
  • Daily Usage
    • Agent
      • My Settings
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      • Transferring Calls
    • Supervisor / Manager
      • Monitor Live Calls
        • Call Barge
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      • Listen to Recordings
      • Manage Agent Status
      • Manage Agent Queue Sign-ins
  • Analytics & Reports
    • Home
    • Dashboard
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    • Queue Calls by Hour
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    • Data Collection Records
    • Call Details
  • Administration
    • Call Settings Policies
    • Data Access Policies
    • Data Collection
    • Direct Call Records Groups
    • Organization Units
    • Queue and IVR Access Control
    • Roles
    • Settings
    • Users
    • Webhooks
  • Maintenance
    • Delete Stuck Live Calls
    • Retrieve Stuck Live Calls
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    • Diagnostics
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  • Appendix
    • Agent Status Profiles
    • App Service Information
    • Audio Prompts
      • Audio Files
    • Call Popup
    • Call Loop Detection
    • Create Resource Account Using PowerShell
    • Event Webhook
    • External Recording/audio prompt Storage
    • Feature States
    • Hang Up
    • Integration Permissions
    • IVR Data Dip Power Automate Flow Configuration
    • JSON IVR Design (deprecated)
    • Languages
    • Microsoft Azure Cognitive Services
    • Presence API Service Account
    • Queue Alerting Type
    • Queue Call Back
    • Queue Priority
    • Queue Routing Type
    • Remove Contact Center
    • Report Options
      • Search
      • Date Range Selector
      • Export to Excel
      • Add Filters
      • Edit Columns
    • Reroute on No Answer (RONA)
    • Skills Based Routing
      • Skill Category
      • User Skills
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    • Skype for Business Hybrid
    • Teams API Service Account
    • Teams Presence Based Routing
    • Terms and Conditions
    • Timezone Reference
    • Transfer to PSTN
    • Trial Expiration
  • Definitions
    • [Contact Center] Service
    • [Contact Center] Organization
  • Service Health
    • Current Incidents
    • Incident Reports
  • What's new in Contact Center
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  1. Administration

Organization Units

Last updated 3 months ago

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Navigation: Administration | Organization Units

Organization units allow policies to be assigned to queues in a folder structure. The members (users) and data access policies assigned to a queue will determine what data the users are allowed to access (e.g. recordings or call details). Call settings policies determine what features are available for a queue and direct calls (e.g. Recording or Sentiment).

The contact center service is created with the root organization unit (OU) "Default". New root OUs can be created by selecting the Add Root Unit button. Sub-units can be created by selecting the Add Sub-Unit option in the right click menu of the parent OU. Queues can be moved between OUs by using the drag and drop method. Be aware that policies may change when moving a queue because of inheritance.

User data access policies can be assigned to an OU or queue by selecting the OU or queue and adding members(Users). Once the member has been added, a data access policy can be selected. See

A Call settings policy can be applied to an OU or queue by selecting the OU or queue and selecting the edit button in the Call Setting policy area. See

If a call setting policy or user data access policy is assigned to an OU, they are inherited to all queues in the OU. If a different policy is applied to an inherited object, the policy applied closest to the queue will take precedence.

Wallboard are linked to an organization Unit. For a user to see a wallboard, they will need a data access policy assigned directly to the organization unit.

When a queue, IVR, or direct CDR group is deleted, the orphaned object will be automatically moved to the Deleted objects OU. Objects themselves cannot be deleted because call records are linked to objects.

Data Access Policies
Call Setting Policies