VoIP:Teams:Resource Management

Conference Mode

Since 2022 "Conference Mode" is enabled by default on newly created Call Queues

• Information: Microsoft Teams Call Queues support a Conference Mode setting.
  

This mode significantly reduces the amount of time it takes to connect calls to an agent by using conferencing resources to connect participants. For conference mode to work, agents in the Call queue must meet reqirements.

More informations: https://learn.microsoft.com/en-us/microsoftteams/plan-auto-attendant-call-queue

• Problematic: In some environments, Conference Mode may cause incoming call drops and or early call termination
• Solution/Workaround: Disable conference Mode on the Call Queue if such issues occur.
  

Note:
It is not recommended to disabled globally as other features may not work which need Conference Mode enabled and call delivery get delayed. Apply only in case of issues or specific scenarios or use for troubleshooting.

Impact:
Disabling Conference Mode can change call handling behavior:

• Calls are no longer connected using conferencing resources
• May slightly increase call setup time for agents (up to 8s)

Disable Conference Mode

Note: Setting can also be controlled via Teams Voice Applications Policy set

Set-CsTeamsVoiceApplicationsPolicy  -AllowCallQueueConferenceModeChange

1. When call Queue get setup you can disable/enable Conference Mode during setup
2. If already setup, you can disable/enable Conference Mode in specific Call Queue settings in "Call handling and routing"
3. PowerShell can be used to disable/enable Conference Mode By using parameter -ConferenceMode $true / $false with Set-CSCallQueue

Example disable Conference Mode:

Set-CsCallQueue -Identity <CallQueueId> -ConferenceMode $false

Create and Manage Call Queues

• Problematic: You would like to create a Call Queue that will play some greetings and then ring on several phones in parallel / serial modes
• Solution : Follow procedure below

1. Connect to https://admin.teams.microsoft.com/call-queues
2. Follow documentation in https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue
3. Add a "Microsoft Teams" and "Microsoft 365 Phone System - Virtual User" license to your user
4. Assign a number in the corresponding resource in next sections

Microsoft Teams Admin - Create a Call Queue

Create and Manage Auto Attendants

• Problematic: You would like to create an auto Attendant that can answer your call, play accouncement, and route calls using Time Conditions (inclusing Holidays) or IVR system
• Solution : Follow procedure below

1. Connect to https://admin.teams.microsoft.com/auto-attendants
2. Follow documentation in https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-auto-attendant
3. Add a "Microsoft Teams" and "Microsoft 365 Phone System - Virtual User" license to your user
4. Assign a number in the corresponding resource in next sections

Microsoft Teams Admin - Create an auto attendant

Create Resource accounts

2023-08: Warning, you need to have at least another real user with a valid Teams + Phone System license, you cannot have only free Teams Resource licenses, you need at least another real user with a real license, @VTX: cf example t1990043

• Problematic: You would like to create a resource that will be linked to a Call Queue or Auto Attendent and assign it with a Phone Number
• Solution : Follow procedure below

1. Connect to https://admin.teams.microsoft.com/company-wide-settings/resource-accounts
2. Follow documentation in https://docs.microsoft.com/en-us/microsoftteams/manage-resource-accounts#create-a-resource-account-in-the-microsoft-teams-admin-center

Microsoft Teams Admin - Create Resources

Microsoft Teams Admin - Assign Licenses

Number Mapping : Assign numbers to Resource accounts

Assign Resource numbers using a VTX Powershell Script VTX_Teams_Assign_Numbers.ps1

Please refer to VoIP:Teams:Resource Management#Assign_numbers_using_a_VTX_Powershell_Script_VTX_Teams_Assign_Numbers.ps1

Or Assign Resource numbers manually in Powershell Command Prompt

1. Open a powershell prompt on your PC
2. Copy paste command below one by one changing the values in bold with your own

# Set Variables
$TeamsDomain = "123456.teams.ipvoip.ch"
$TeamsResourceEmail = "resourceX@MSDOMAIN.onmicrosoft.com"
$TeamsResourceNumber = "+41215661234"
# Connect to Microsoft Teams management
Connect-MicrosoftTeams
# Assign a number to your resource
Set-CsPhoneNumberAssignment -Identity "$TeamsResourceEmail" -PhoneNumber "$TeamsResourceNumber" -PhoneNumberType DirectRouting
# Assign a Voice Routing Policy to your resource to allow it to call out towards external numbers
Grant-CsOnlineVoiceRoutingPolicy -Identity $TeamsResourceEmail -PolicyName "CsOnlineVoiceRoutingPolicy-$TeamsDomain"
# Wait 60s for settings to be applied
Sleep -s 60
# Verify Your setup
Get-CsOnlineApplicationInstance -Identity $TeamsResourceEmail
Get-CsOnlineUser -Identity $TeamsResourceEmail | Select sipaddress,EnterpriseVoiceEnabled,OnPremLineURI,OnlineVoiceRoutingPolicy | Format-List
# Logout
DisConnect-MicrosoftTeams