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. Setup
  2. Set Up Queue or IVR Resource Account

Option 2: Contact Center (Preview)

Last updated 28 days ago

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This feature is in .

Prerequisites:

Teams API service account configured. See

Teams Config API permissions granted. See

  1. Navigate to Queues & IVRs | Connectors | Resource accounts | Add.

  2. Enter a resource account display name.

  3. Select the Interaction Object (Queue or IVR) that should be associated with the resource account.

  4. Enter a unique user principal name.

  5. Select button Sync to Teams. This will create the resource account in Teams. If the account creation was successful, the Object ID field should be automatically populated with a GUID.

  6. Verify a Microsoft Teams Phone Resource Account license is available in the Microsoft 365 admin portal. Select button Assign Phone System License.

After a Microsoft Teams Phone Resource Account license is assigned to the resource account, some provisioning time will be needed until a phone number can be granted.

  1. (Optional) Enter an available phone number in E.164 format in the phone number field.

  2. From the Phone Number Type dropdown, select the type of number assigned in step 7.

  3. Select Set Phone Number Button. If an error message appears, wait a few minutes and try again.

  4. Select Save.

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

$Instance = Get-CsOnlineApplicationInstance -Identity "Resource Account Username"
Sync-CsOnlineApplicationInstance -ObjectId $Instance.ObjectId -ApplicationId $Instance.ApplicationId
$Instance.ObjectId

Note: Replace "Resource Account Username" in the above command with the UPN of the resource account in step 4.

Changes made to resource accounts in the Teams admin center or PowerShell will not be synced to Contact Center. The changes will need to be manually updated in Contact Center.

Preview
Teams API Service Account
Settings