Setup - Call Queue via PowerShell

  • Applies to: Microsoft Teams, Skype for Business

Prerequisites

  • Ensure you have tenant administration rights.
  • The agents, distribution lists, and Teams channels mentioned in this article have already been created.

  1. Determine if the MicrosoftTeams PowerShell module is already installed.

    Get-InstalledModule -Name MicrosoftTeams

    If the MicrosoftTeams PowerShell module is already installed, the output from the command will look similar to:

    Get-InstalledModule -Name MicrosoftTeams

Version              Name                                Repository           Description
-------              ----                                ----------           -----------
7.7.0                MicrosoftTeams                      PSGallery            Microsoft Teams cmdlets module for Windows PowerShell and PowerShell Core....

    Proceed to Step 2.

    If the MicrosoftTeams PowerShell model is not already installed, proceed to Step 3.

  2. Update the MicrosoftTeams module

    Update-Module MicrosoftTeams

    Proceed to the Scenarios

  3. Install the MicrosoftTeams PowerShell modeule on your computer.

    • Set up your computer for Windows PowerShell

    • MSTeams Module Installed

      Install-Module -Name MicrosoftTeams -Force -AllowClobber

    • Microsoft Graph module installed

      Install-Module -Name Microsoft.Graph -Force -AllowClobber

Scenarios

Sales (Users and Groups)

  • Nested behind Auto Attendant: Yes
  • Calling: Through Sales auto attendant only - no resource account required
  • Language: English US
  • Greeting: None (calls are greeted by the Sales auto attendant)
  • Music on hold: Play an audio file
    • Filename: sales-hold-in-queue-music.wav
  • Call Answering: Users
    • Bill@contoso.com
    • Mary@contoso.com
  • Call Answering: Group
    • Sales@contoso.com
  • Conference Mode: On
  • Routing method: Round Robin
  • Presence-based routing: On
  • Call agents can opt out of taking calls: Yes
  • Call agent alert time: 15
  • Call overflow handling: 200
    • Redirect to: Adele@contoso.com
  • Call timeout handling: 120 seconds
    • Redirect to: Adele@contoso.com
  • No agents handling
    • Apply to all calls
    • Redirect to: Adele@contoso.com
  • Callback: No
  • Service Level: 20 seconds
  • Auth User
    • Adele@contoso.com
  • Voice Applications Policy: Sales
  • Compliance Recording: No
  • Shared call history: Yes
    • Template: Sales
  • Automatic recording: No
Expand to see PowerShell commands

Login

When prompted, enter your Teams administrator credentials.

$credential = Get-Credential
Connect-MicrosoftTeams -Credential $credential
Connect-MgGraph -Credential $credential

Create Audio Files

Replace d:\\ with the path to where the wav files are stored on your computer.

$content = [System.IO.File]::ReadAllBytes('d:\sales-hold-in-queue-music.wav')
$audioFileSalesHoldInQueueMusicID = (Import-CsOnlineAudioFile -ApplicationID HuntGroup -FileName "sales-hold-in-queue-music.wav" -Content $content).ID

Create Shared Call History template

Create Automatic Recording for Call Queue template

Get Users ID

$userAdeleID = (Get-CsOnlineUser -Identity "sip:adele@contoso.com").Identity
$userSalesBillID = (Get-CsOnlineUser -Identity "sip:bill@contoso.com").Identity
$userSalesMaryID = (Get-CsOnlineUser -Identity "sip:mary@contoso.com").Identity

Get list of supported languages

Get-CsAutoAttendantSupportedLanguage

Create Call queue

New-CsCallQueue -Name "Sales" -AgentAlertTime 15 -AllowOptOut $true -MusicOnHoldAudioFileID $audioFileSalesHoldInQueueMusicID -OverflowAction Forward -OverflowActionTarget $userAdeleID -OverflowThreshold 200 -TimeoutAction Forward -TimeoutActionTarget $userAdeleID -TimeoutThreshold 120 -RoutingMethod Attendant -ConferenceMode $true -User @($userSalesBillID, $userSalesMaryID) -LanguageID "en-US"

Support (Microsoft Shifts)

  • Nested behind Auto Attendant: Yes -
  • Calling: Through Support auto attendant, internally, and via the PSTN - resource account required
  • Language: English UK
  • Greeting: Play an audio file
    • Filename: support-greeting.wav
  • Music on hold: Play an audio file
    • Filename: support-hold-in-queue-music.wav
  • Call Answering: Microsoft Shifts Support Team
    • Support@contoso.com
  • Conference Mode: On
  • Routing method: Longest Idle
  • Presence-based routing: N/A – on by default because of Longest Idle
  • Call agents can opt out of taking calls: No
  • Call agent alert time: 15
  • Call overflow handling: 200
    • Redirect: Support Shared Voicemail
      • Play an audio file (support-shared-voicemail-greeting.wav)
      • Transcription enabled
  • Call timeout handling: 45 minutes
    • Redirect: Support Shared Voicemail
      • TTS: "We're sorry to have kept you waiting and are now transferring your call to voicemail."
      • Transcription enabled
  • No agents handling
  • Callback: Yes
  • Service Level: 30 seconds
  • Auth User
  • Compliance Recording
  • Shared call history
  • automatic recording
Expand to see PowerShell commands

Login

When prompted, enter your Teams administrator credentials.

$credential = Get-Credential
Connect-MicrosoftTeams -Credential $credential
Connect-MgGraph -Credential $credential

Create audio files

Replace d:\\ with the path to where the wav files are stored on your computer.

$content1 = [System.IO.File]::ReadAllBytes('d:\support-greeting.wav')
$audioFileSupportGreetingID = (Import-CsOnlineAudioFile -ApplicationID HuntGroup -FileName "support-greeting.wav" -Content $content1).ID

$content2 = [System.IO.File]::ReadAllBytes('d:\support-hold-in-queue-music.wav')
$audioFileSupportHoldInQueueMusicID = (Import-CsOnlineAudioFile -ApplicationID HuntGroup -FileName "support-hold-in-queue-music.wav" -Content $content2).ID

$content3 = [System.IO.File]::ReadAllBytes('d:\support-shared-voicemail-greeting.wav')
$audioFileSupportSharedVoicemailGreetingID = (Import-CsOnlineAudioFile -ApplicationID HuntGroup -FileName "support-shared-voicemail-greeting.wav" -Content $content3).ID

Get Support team group ID

$teamSupportID = (Get-Team -DisplayName "Support").GroupID

Get list of supported languages

Get-CsAutoAttendantSupportedLanguage

Create Call queue

New-CsCallQueue -Name "Support" -AgentAlertTime 15 -AllowOptOut $false -DistributionLists $teamSupportID -WelcomeMusicAudioFileID $audioFileSupportGreetingID -MusicOnHoldAudioFileID $audioFileSupportHoldInQueueMusicID -OverflowAction SharedVoicemail -OverflowActionTarget $teamSupportID -OverflowThreshold 200 -OverflowSharedVoicemailAudioFilePrompt $audioFileSupportSharedVoicemailGreetingID -EnableOverflowSharedVoicemailTranscription $true -TimeoutAction SharedVoicemail -TimeoutActionTarget $teamSupportID -TimeoutThreshold 2700 -TimeoutSharedVoicemailTextToSpeechPrompt "We're sorry to have kept you waiting and are now transferring your call to voicemail." -EnableTimeoutSharedVoicemailTranscription $true -RoutingMethod LongestIdle -ConferenceMode $true -LanguageID "en-US"

Get license types

Get-MgSubscribedSku

Create and Assign Resource Account

A phone number isn't required here as the call queue is nested behind an auto attendant.

  • ApplicationID
    • Auto Attendant: ce933385-9390-45d1-9512-c8d228074e07
    • Call Queue: 11cd3e2e-fccb-42ad-ad00-878b93575e07

The license type shown after (PHONESYSTEM_VIRTUALUSER) must be one that's listed by the Get-MgSubscribedSku cmdlet.

New-CsOnlineApplicationInstance -UserPrincipalName Support-RA@contoso.com -DisplayName "Support" -ApplicationID "11cd3e2e-fccb-42ad-ad00-878b93575e07"

Update-MgUser -UserId "Support-RA@contoso.com" -UsageLocation US

Set-MgUserLicense -UserId "Support-RA@contoso.com" -AddLicenses @(contoso:PHONESYSTEM_VIRTUALUSER) -RemoveLicenses @()

$applicationInstanceID = (Get-CsOnlineUser -Identity "Support-RA@contoso.com").Identity
$callQueueID = (Get-CsCallQueue -NameFilter "Support").Identity

New-CsOnlineApplicationInstanceAssociation -Identities @($applicationInstanceID) -ConfigurationID $callQueueID -ConfigurationType CallQueue

Facilities (Teams Channel)

  • Nested behind Auto Attendant: No
  • Direct calling from PSTN: No (internal calling only)
  • Language: French FR
  • Greeting: None
  • Music on hold: default
  • Call Answering: Team: Facilities
  • Call Answering Channel: Help Desk
    • Channel Owner: Fred@contoso.com
  • Conference Mode: On
  • Routing method: Round Robin
  • Presence-based routing: On
  • Call agents can opt out of taking calls: No
  • Call agent alert time: 15
  • Call overflow handling: 200
    • Disconnect
  • Call timeout handling: 45 minutes
    • Disconnect
  • No agents handling
  • Callback: Yes
  • Service Level: 30 seconds
  • Auth User
  • Compliance Recording
  • Shared call history
  • automatic recording
Expand to see PowerShell commands

Login

When prompted, enter your Teams administrator credentials.

$credential = Get-Credential
Connect-MicrosoftTeams -Credential $credential
Connect-MgGraph -Credential $credential

Get Facilities team group ID

$teamFacilitiesGroupID = (Get-Team -DisplayName "Facilities").GroupID

Get Facilities Help Desk team channel ID

Get-TeamChannel -GroupId $teamFacilitiesGroupID
$teamFacilitiesHelpDeskChannelID = "{assign ID from output of above command}"

Get Facilities Help Desk channel owner user ID

$teamFacilitiesHelpDeskChannelUserID = (Get-TeamChannelUser -GroupId $teamFacilitiesGroupID -DisplayName "Help Desk" -Role Owner).UserId

Get on behalf of Calling Resource Account ID

$oboResourceAccountID = (Get-CsOnlineUser -Identity "MainAA-RA@contoso.com").Identity

Get list of supported languages

Get-CsAutoAttendantSupportedLanguage

Create Call queue

New-CsCallQueue -Name "Facilities" -AgentAlertTime 15 -AllowOptOut $false -ChannelId $teamFacilitiesHelpDeskChannelID -ChannelUserObjectId $teamFacilitiesHelpDeskChannelUserID  -ConferenceMode $true -DistributionList $teamFacilitiesGroupID -LanguageID "fr-FR" -OboResourceAccountIds $oboResourceAccountID -OverflowAction DisconnectWithBusy -OverflowThreshold 200 -RoutingMethod RoundRobin -TimeoutAction Disconnect -TimeoutThreshold 2700 -UseDefaultMusicOnHold $true

Get license types

Get-MgSubscribedSku

Create and assign Resource Account

A phone number isn't required here as the call queue is nested behind an auto attendant.

  • ApplicationID
    • Auto Attendant: ce933385-9390-45d1-9512-c8d228074e07
    • Call Queue: 11cd3e2e-fccb-42ad-ad00-878b93575e07

The license type shown after (PHONESYSTEM_VIRTUALUSER) must be one that's listed by the Get-MgSubscribedSku cmdlet.

New-CsOnlineApplicationInstance -UserPrincipalName Facilities-RA@contoso.com -DisplayName "Facilities" -ApplicationID "11cd3e2e-fccb-42ad-ad00-878b93575e07"

Update-MgUser -UserId "Facilities-RA@contoso.com" -UsageLocation US

Set-MgUserLicense -UserId "Facilities-RA@contoso.com" -AddLicenses @(contoso:PHONESYSTEM_VIRTUALUSER) -RemoveLicenses @()

$applicationInstanceID = (Get-CsOnlineUser -Identity "Facilities-RA@contoso.com").Identity
$callQueueID = (Get-CsCallQueue -NameFilter "Facilities").Identity

New-CsOnlineApplicationInstanceAssociation -Identities @($applicationInstanceID) -ConfigurationID $callQueueID -ConfigurationType CallQueue

Plan for Teams Auto attendants and Call queues

Here's what you get with Microsoft Teams Phone

Create an Auto attendant via cmdlets

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