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
      • Agent Panel
      • Transferring Calls
    • Supervisor / Manager
      • Monitor Live Calls
        • Call Barge
        • Pick Call
        • Listen In
        • Whisper In
      • Listen to Recordings
      • Manage Agent Status
      • Manage Agent Queue Sign-ins
  • Analytics & Reports
    • Home
    • Dashboard
    • Live Calls
    • Queue Status
    • Agent Status
    • Wallboards
    • Queue Summary
    • Agent Summary
    • IVR Summary
    • Queue Details
    • Agent Details
    • IVR Details
    • Recordings
    • Abandoned Calls
    • Queue Calls by Hour
    • Agent Timeline
    • Wrap Up Answers
    • Callback Requests
    • 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
    • Delete Stuck Agent Panel Calls
    • Diagnostics
    • Audit Logs
  • 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
      • Queue Skills
    • 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. Appendix

Skype for Business Hybrid

Creating a resource account in a Skype for Business hybrid environment:

Overview of Setting Up a Queue or IVR (details below)

  1. Configure a Queue or IVR in Contact Center

  2. Create a Resource Account in Skype for Business server PowerShell

  3. Assign a ""Microsoft Teams Phone Resource Account"" to the Resource Account in Microsoft 365 Admin Portal

  4. Assign a Phone Number to the Resource Account (Optional)

  5. Connect Resource Account to a Queue or IVR by adding the Resource Account in Contact Center

  1. Create Queue or IVR in Contact Center

2. In Skype for Business server management PowerShell, create the hybrid application endpoint (resource account object):

New-CsHybridApplicationEndpoint -DisplayName appinstance01 -SipAddress sip:appinstance01@contoso.com -OU "ou=Redmond,dc=litwareinc,dc=com" -ApplicationId "341e195c-b261-4b05-8ba5-dd4a89b1f3e7"

3. Wait for AD to sync between online and on premises or force a sync.

3. Navigate to Office 365 admin portal | Users | Active Users | Assign the resource account user a ""Microsoft Teams Phone Resource Account"" license

4. Assign a number(DID) to a queue (optional)

Connect to Microsoft Teams via PowerShell and run the appropriate command below.

Assign Operator Connect Number

Set-CsPhoneNumberAssignment -Identity "Resource Account Username" -PhoneNumber +14250000000 -PhoneNumberType OperatorConnect

Assign Microsoft Calling Plan number:

Set-CsPhoneNumberAssignment -Identity "Resource Account Username" -PhoneNumber +14250000000 -PhoneNumberType CallingPlan

Assign direct routing number:

Set-CsPhoneNumberAssignment -Identity "Resource Account Username" -PhoneNumber +14250000000 -PhoneNumberType DirectRouting

5. Connect to Microsoft Teams via PowerShell | Run the following commands:

$Instance = Get-CsOnlineApplicationInstance -Identity "Resource Account Username"

$Instance.ObjectID

6. Navigate to Queues & IVRs | Resource accounts | Add | Enter a Name. Paste the ObjectID GUID in the Object ID field. Select the Interaction Object (Queue or IVR) that should be associated with the resource account. Description, Phone Number, and User principal Name is optional.

(This Resource Account record matches the Microsoft Teams Resource Account and determines which Queue or IVR this Resource Account (Phone Number) points to)

7. Your call queue setup is now complete.

You may need to wait some time before the queue or IVR is functional. We have notice that some provisioning time is needed for the Teams resource accounts to become active.

Last updated 1 year ago

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