Tutorials: Add Resource Account
In Microsoft Teams, it is required to create a resource account for auto attendants and call queues to be able to route phone numbers or auto attendants to them. In the PBX world this would be considered an inbound rule/route.
On the Side Panel, click on the "Org-wide settings" option. Under the "Org-wide settings" option, select "Resource accounts" from the drop-down menu.
Select "+ Add" to add a Resource Account.
- Resource accounts require a user from M365 to be assigned to them, them they can be assigned to a call queue or Auto Attendant.
- Display Name: name of queue or auto attendant
- Username: we use the same as Displayname @ your domain
- Resource account type: Auto Attendant or Call queue.
Auto Attendant a an IVR Tree, Press to route to sales, support, etc.
Call Queue is a a group of users accepting inbound calls, good to use in a call center to shared call group.
After you fill out the resource account information, save your settings.
Now that you have created your resource group you need to assign a phone number, for direct routing we will do this via PowerShell or you can use the Teams panel on the Voxtelesys Portal.
Command:
Set-CsOnlineApplicationInstance -Identity "[email protected]" -OnpremPhoneNumber "1NPANXXYYYY"
- Change "[email protected]" to the resource account user.
- Change "1NPANXXYYYY" to the phone number you want assigned to your phone number.
