Hey everyone, I just started as a junior sysadmin at a small company that relies completely on M365/Azure without any on-prem infrastructure. We're setting up a support line where the agents can make outbound calls. I thought this would just work out of the box, but I'm feeling really confused about the configuration. From what I've gathered, Microsoft doesn't allow users to have their own phone numbers while also being part of a shared line that can make outbound calls. Is this true? How are other teams managing to allow users to have their own numbers while still being part of a call queue in Microsoft Teams?
We've already set up the call queue and assigned a resource account, and we're using direct routing with the right licenses and voice routing policy following the official Microsoft documentation. But I'm still stuck. Any insights would be super helpful!
2 Answers
Don't forget to add the resource account in the caller ID for the call queue. Also, the user needs to be included as an agent in the call queue and opt in. After that, they should see it as an option in their Teams client under the call tab. You can read more about it here: [Create a phone system call queue](https://learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue?tabs=general-info#assign-a-calling-id-optional).
Actually, users can have their own numbers and still be in a queue. It sounds like you might be dealing with a caller ID policy, which lets users make outbound calls using the queue's number. Check out this article on caller ID for Teams to get more info: [Manage caller ID for users](https://learn.microsoft.com/en-us/microsoftteams/caller-id-policies).
Thanks for your insight! We did set up a policy according to the guide, but it still wasn't working. However, we dug deeper through the documentation and found some key points that left us puzzled.
I actually did that, but we still faced issues. The option was there, but then we hit an error message saying, "Sorry, we couldn't connect you. The dialed number is invalid or you are not authorized to make this call." So frustrating!