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On Premises

Attendant Console for Microsoft Teams Queue Deployment Guide

This page describes two methods to create queue(s) monitored in AnywhereNow Attendant Console for Teams

  • Method 1 (preferred),
    using a PowerShell script containing commands from latest MicrosoftTeams and MicrosoftGraph modules.

    (Time to execute: approx. 5 min)

OR

  • Method 2,
    manually using Microsoft portals and a few mandatory PowerShell commands (where no GUI is available).

    (Time to execute: approx. 30 min)

AnywhereNow Attendant service is available in 3 Azure Region (EMEA/AMER/APAC).

Attendant Console Queue(s) creation

Prerequisites:

With Direct Routing, Calling Plan or Operator Connect

Log with an Microsoft Entra ID Formerly known as Azure Active Directory (or Azure AD, or AAD) account with these Roles

1 (one) Microsoft Teams Phone Resource Account license(Per queue)

Additional with MS Calling Plan or Operator Connect

1 (one) Microsoft Phone numbers of type call queue (toll/toll free) Per queue


Time to execute: approx. 5 min.

Warning

The Microsoft Graph PowerShell SDK will be used. See Install the Microsoft Graph PowerShell SDK | Microsoft Learn for the latest prerequisites of Microsoft.

  1. Open PowerShell

  2. Install the latest Microsoft Graph SDK

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    PowerShell
    Install-Module Microsoft.Graph -Scope CurrentUser -Repository PSGallery -Force

  3. Install the latest Microsoft Teams module

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    PowerShell
    Install-Module -Name MicrosoftTeams -Force

  4. Download the latest PowerShell script

    Download the PowerShell script

  5. Execute the script

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    PowerShell
    .\Add-Anywhere365BotQueue-240924.ps1
    1. Login to MicrosoftTeams PowerShell with a Microsoft Entra ID Formerly known as Azure Active Directory (or Azure AD, or AAD) account that has either one of these permissions
      • Global Administrator;
      • Teams Administrator; or
      • Teams Communications Administrator
    2. If requested consent to Microsoft Graph, login with a Microsoft Entra ID account that has either one of these permissions
      1. Global Administrator; or
      2. Privileged Role Administrator for granting consent for apps requesting any delegated permission, for any API.
    3. Select your PSTN calling architecture
    4. Enter your attendant queue parameters
    5. Select your preferred AnywhereNow Azure Region

(*) if errors, please refer to the appendix

AnywhereNow Queue Resource Account Parameters
UserPrincipalName User principal name for the new queue (userprincipalname@teamsdomain.com) If you use ADFS with federation When using AnywhereNow in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC., you can use the Microsoft Domain.
DisplayName Display name visible when it calls to users in your tenant
Queue Phone Number Queue DID in E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) format If Direct Routing, this is a on-premises phone number If Calling Plan or Operator Connect, you need to order a “Call Queue” Number type (toll/toll-free)
Location     Two alphabetic characters of country code of the Usage Location. This location must match the phone number country code.   Example: NL (+31), FR (+33), AU (+61), GB (+44), US (+1), DE (+49)…

Time to execute: approx. 30 min.

One Time Action

Add AnywhereNow ApplicationId(s) to customer meeting policy add/Remove participant

Each AnywhereNow ApplicationId must be part of the “add/remove participants” from Meetings.

As such, the AnywhereNow Application Ids must be added once to the Application Meeting Configuration policy in your Microsoft Teams environment using the following command:

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PowerShell
# If you have not installed the MicrosoftTeams module yet, run Powershell with elevated permissions and run install-module -Name MicrosoftTeams -force

Import-module MicrosoftTeams

# Check if the user is already connected to Microsoft Teams
$connection = Get-CsTenant | Out-Null
if ($?) {
    Write-Host "Already connected to Microsoft Teams"
} else {
    Connect-MicrosoftTeams
}

# Prompt the user to select a region
$region = Read-Host -Prompt "Please enter the region (EMEA, AMER, APAC)"

# Set the ApplicationId based on the selected region
switch ($region.ToUpper()) {
    "EMEA" { $ApplicationId = "01b9161a-881b-4ab0-8ee2-15e9141e95c6" }
    "AMER" { $ApplicationId = "23ab1d0b-1447-4f30-b374-5520bc715f98" }
    "APAC" { $ApplicationId = "9bbab3e5-d1ea-40de-be7d-0bf5697f4b5d" }
    default { Write-Host "Invalid region selected"; exit }
}

# Apply the region-specific ApplicationId to the resource account
Set-CsApplicationMeetingConfiguration -AllowRemoveParticipantAppIds @{Add=$ApplicationId}

Repetitive actions

A resource account is defined and correspond to an AnywhereNow Attendant Queue.

Repeat the steps according to the number of Attendant Console Queues required.

Create a resource account with a Phone Number using Microsoft Portals

  1. From Teams Admin Center – Voice – Resource Accounts, click Add to create a resource account (Choose Auto Attendant(1))

  2. From Microsoft 365 Admin Center – Active Users, assign a Microsoft Teams Phone Resource Account License

  3. From Teams Admin Center – Voice – Resource Accounts, Assign to set a Phone Number on the resource account

  4. From Azure Portal, search the Users – Properties and enter the +E.164 Phone Number in the Business Phone field

Note

(1) Auto Attendant or Call Queue does not matter as this will be changed to an AnywhereNow queue type

Move the Resource Account (of type AutoAttendant) to Anywhere 365 ApplicationId

To move the resource account from auto attendant to AnywhereNow queue, identify the AnywhereNow Azure Region cluster (EMEA, AMER or APAC) and set the ApplicationId accordingly.

This can be done with the following PowerShell:

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PowerShell
# If you have not installed the MicrosoftTeams module yet, run Powershell with elevated permissions and run install-module -Name MicrosoftTeams -force

Import-module MicrosoftTeams

# Check if the user is already connected to Microsoft Teams
$connection = Get-CsTenant | Out-Null
if ($?) {
    Write-Host "Already connected to Microsoft Teams"
} else {
    Connect-MicrosoftTeams
}

# Prompt the user to enter the identity
$identity = Read-Host -Prompt "Please enter the identity (e.g., yourAttendantConsoleQueue@yourdomain.com)"

# Prompt the user to select a region
$region = Read-Host -Prompt "Please enter the region (EMEA, AMER, APAC)"

# Set the ApplicationId based on the selected region
switch ($region.ToUpper()) {
    "EMEA" { $ApplicationId = "01b9161a-881b-4ab0-8ee2-15e9141e95c6" }
    "AMER" { $ApplicationId = "23ab1d0b-1447-4f30-b374-5520bc715f98" }
    "APAC" { $ApplicationId = "9bbab3e5-d1ea-40de-be7d-0bf5697f4b5d" }
    default { Write-Host "Invalid region selected"; exit }
}

# Retrieve the objectId using the Get-CsOnlineApplicationInstance command
$objectId = (Get-CsOnlineApplicationInstance -Identity $identity).ObjectId

Set-CsOnlineApplicationInstance -Identity $identity -ApplicationID $ApplicationId
Sync-CsOnlineApplicationInstance -ObjectId $objectId -ApplicationID $ApplicationId
Verification

You can verify if the Resource Account is correctly linked via this PowerShell:

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PowerShell
# If you have not installed the MicrosoftTeams module yet, run Powershell with elevated permissions and run install-module -Name MicrosoftTeams -force

Import-module MicrosoftTeams

# Check if the user is already connected to Microsoft Teams
$connection = Get-CsTenant | Out-Null
if ($?) {
    Write-Host "Already connected to Microsoft Teams"
} else {
    Connect-MicrosoftTeams
}

# Prompt the user to enter the identity
$identity = Read-Host -Prompt "Please enter the identity (e.g., yourAttendantConsoleQueue@yourdomain.com)"
Get-CsOnlineApplicationInstance -Identity $identity | fl

In this example, this resource account is linked to AnywhereNow EMEA Region (01b...) and the queue can be called via +4433221100

PSTN Dial-Out settings

Use the E.164 phone number format to dial-out from the Attendant Console.

With Operator Connect

A routing profile should have been assigned to the queue Phone Number when provisioned by the Operator. Check with your operator.

With MS Calling Plan

Note

To enable outbound calling using Calling Plan the License “Microsoft 365 Domestic and International Calling Plan” needs to be assigned to the Resource account created for the Attendant Console queue. Learn more - Microsoft

  • Check the Resource Account creation using PowerShell:

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    PowerShell
    # If you have not installed the MicrosoftTeams module yet, run Powershell with elevated permissions and run install-module -Name MicrosoftTeams -force

    Import-module MicrosoftTeams

    # Check if the user is already connected to Microsoft Teams
    $connection = Get-CsTenant | Out-Null
    if ($?) {
        Write-Host "Already connected to Microsoft Teams"
    } else {
        Connect-MicrosoftTeams
    }

    # Prompt the user to enter the identity
    $identity = Read-Host -Prompt "Please enter the identity (e.g., yourAttendantConsoleQueue@yourdomain.com)"

    Get-CsOnlineApplicationInstance -Identity $identity 

With Direct Routing

Validate your Direct Routing Policy is applied on every account (user or resource) to be routed outside in a National or International dialing plan.

  1. Open Windows PowerShell or PowerShell (no Elevated Permissions are needed)

    Make sure to use 64-bit version of PowerShell

  2. Run the following PowerShell command to login to Microsoft Teams

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    PowerShell
    Connect-MicrosoftTeams

  3. Login with a Microsoft User Account that has either one of these permissions

    1. Global Administrator;
    2. Teams Administrator; or
    3. Teams Communications Administrator

  4. Run the following PowerShell command to verify which the Online Voice Routing Policy is assigned

    1. Provide the correct identity

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    PowerShell
    $identity = Read-Host -Prompt "Enter the identity (e.g., user@domain.com)"
    Get-CsOnlineUser -Identity $identity | Select-Object UserPrincipalName, OnlineVoiceRoutingPolicy

In the case the right VoiceRoutingPolicy has not been assigned, you need to perform these additional steps:

  1. Run the following PowerShell command to assign a phone number to the resource account

    1. Select the correct Online Voice Routing Policy (voice-routing-policy)

      Note

      If there is only a Global OnlineVoiceRoutingPolicy then the script will stop and no further actions are needed.

    2. Provide the correct identity

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    PowerShell
    # Get all OnlineVoiceRoutingPolicies except "Global"
    $policies = Get-CsOnlineVoiceRoutingPolicy | Where-Object { $_.Identity -ne "Global" }

    # Check if there are any policies available
    if ($policies.Count -eq 0) {
        Write-Host "No available voice routing policies found."
    } else {
        # Display policies with numbers
        for ($i = 0; $i -lt $policies.Count; $i++) {
            Write-Host "$($i + 1). $($policies[$i].Identity)"
        }

        # Prompt user to enter the identity
        $identity = Read-Host "Enter the identity (e.g., yourAttendantConsoleQueue@yourdomain.com)"

        # Prompt user to select a policy
        $selection = Read-Host "Select a voice routing policy by number"

        # Validate selection
        if ($selection -gt 0 -and $selection -le $policies.Count) {
            $selectedPolicy = $policies[$selection - 1].Identity
            # Grant the selected policy to the identity
            Grant-CsOnlineVoiceRoutingPolicy -Identity $identity -PolicyName $selectedPolicy
            Write-Host "Granted policy $selectedPolicy to $identity"
        } else {
            Write-Host "Invalid selection. Please run the script again and select a valid number."
        }
    }

  2. Run the following PowerShell command to verify if the Online Voice Routing Policy is assigned successfully.

    1. Provide the correct identity

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    PowerShell
    $identity = Read-Host -Prompt "Enter the identity (e.g., user@domain.com)"
    Get-CsOnlineUser -Identity $identity | Select-Object UserPrincipalName, OnlineVoiceRoutingPolicy

Validate your SBC configuration in case of caller’s number policy verification that may require an AD account for the queue.

Licensing

You can contact your Sales representative, AnywhereNow Backoffice, request a 30-day trial license via a link (see below) or directly order Attendant Console for Microsoft Teams licenses from the Microsoft AppSource.

One license is required for each operator and is automatically associated to your teams UPN In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address 'like' format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix). (no license file, online processes).

Click here --> to request 30-day Trial license

Click here --> to purchase a license from Microsoft AppSource

When you request a license, you must specify on which Azure Region your license will be generated on.

This Azure Region must be the same as the one selected for attendant queue(s).

Attendant Console Settings

Prerequisites

Attendant only supported in conjunction with the Microsoft Teams Desktop application

The web version of Microsoft Teams has some limitations regarding calling. Because of this, the Attendant is currently only supported in combination with the Microsoft Teams Desktop client, not the client that is running in a web browser.

Attendant user must disable transfer to voicemail in Teams client.

The Attendant user must disable the option to transfer the call to an alternate destination if unanswered.

This option can be found in the Teams client under Settings, Calls tab.

Busy on Busy must be disabled on the operator account

To be able to use consultative transfer, busy on busy must be disabled on the calling policy assigned to the operator user.

Using the App in your Teams Client

  • Search the App Attendant by AnywhereNow

    If the Attendant App is not available in the catalog, contact your Teams Administrator to upload the App in Teams Admin Center (step 4 of Golive configuration page)

    Right-click on the icon in the left bar and select Pin.


  • In Attendant Preferences - Queue Tab


    Select the queue(s) to monitor

    Graphical user interface, application, Teams Description automatically generated

  • In Attendant Preferences - Conversation Tab

    Select the queue used to dial-out (pstn)

Using the Attendant in a Web Browser

Configure the same preferences as when using the Teams App.

You can access AnywhereNow Attendant Console with browsing those URLs:

EMEA

https://attendant1.anywhere365.io

AMER

https://attendant2.anywhere365.io

APAC

https://attendant3.anywhere365.io

Appendix

The script only contains Microsoft PowerShell commands from Microsoft Entra ID and Microsoft Teams modules.

Install the latest Microsoft PowerShell modules.

Here are some classic errors that may occur:

  • Your PowerShell execution policy does not allow to run scripts.

Please check it via Get-ExecutionPolicy and change it to unrestricted using Set-ExecutionPolicy

  • Virtual license failed not available

Verify you have Teams virtual-user license available. If not, order new ones at MS.

  • The phone number assignment step return errors.

To assign a phone number, a variable synchronization delay is required by Microsoft before being able to invoke the Set-CsPhoneNumberAssignment command.

The script waits 5 minutes, but it can be necessary to wait more. The script will continue anyway.

To check the queue definition, run

Copy
PowerShell
# If you have not installed the MicrosoftTeams module yet, run Powershell with elevated permissions and run install-module -Name MicrosoftTeams -force

Import-module MicrosoftTeams

# Check if the user is already connected to Microsoft Teams
$connection = Get-CsTenant | Out-Null
if ($?) {
    Write-Host "Already connected to Microsoft Teams"
} else {
    Connect-MicrosoftTeams
}

# Prompt the user to enter the identity
$identity = Read-Host -Prompt "Please enter the identity (e.g., yourAttendantConsoleQueue@yourdomain.com)"
Get-CsOnlineApplicationInstance -Identity $identity | fl

If no phone number is assigned, you can assign it manually later with the following command

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PowerShell
Set-CsPhoneNumberAssignment
Sync-CsOnlineApplicationInstance