Option 1: Teams Admin Center

Create a resource account for Landis Contact Center queue or IVR in Teams admin center.

Please use the latest Teams PowerShell module when running the following commands in step 4.

At least one resource account is required for each queue or IVR.

1. Navigate to Microsoft Teams admin center | Voice | Resource accounts | Add | Create resource account with type "Call Queue"

After executing the PowerShell commands in step 4, the resource account type field will become blank. This is expected behavior and should not be altered.

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

2. Assign a phone number to a queue/IVR (optional)

Navigate to Microsoft Teams admin center | Voice | Resource accounts | Select resource account | "Assign/unassign" button | Select the phone number type | Select or add the appropriate phone number | Save. (Do not assign the account to an auto Attendant/Call queue)

1. Connect to Teams PowerShell | Run the following commands for the data center location of your Landis Contact Center organization. After running the last command, copy the ObjectID GUID in the output. This will be used in the next step.

North America

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

Set-CsOnlineApplicationInstance -ApplicationId "341e195c-b261-4b05-8ba5-dd4a89b1f3e7" -Identity $Instance.ObjectId

Sync-CsOnlineApplicationInstance -ObjectId $Instance.ObjectId -ApplicationId "341e195c-b261-4b05-8ba5-dd4a89b1f3e7"

$Instance.ObjectId

Note: Replace "Resource Account Username" in the above command with the UPN of the resource account created in step 3.

EMEA

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

Set-CsOnlineApplicationInstance -ApplicationId "f5551fac-fcff-4de6-b530-b5c2d847b758" -Identity $Instance.ObjectId

Sync-CsOnlineApplicationInstance -ObjectId $Instance.ObjectId -ApplicationId "f5551fac-fcff-4de6-b530-b5c2d847b758"

$Instance.ObjectId

Note: Replace "Resource Account Username" in the first command with the UPN of the resource account created in step 3.

1. Navigate to Landis Contact Center portal | Queues & IVRs | Connectors | 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, but recommended.

This Resource Account record is a duplicate of the Microsoft Teams Resource Account. It determines to which Queue or IVR the call is routed.

The Microsoft Teams resource accounts are not automatically synced with Contact Center. When resource accounts are created or changed in Teams, they will need to be manually created or updated in Contact Center.