No Agents opt-in or Logged In in a Microsoft Teams Call Queue

2023-06-21 2 min read Microsoft Teams "Erwin Bierens"

This week (week 25, 2023) Microsoft has launched a new version of the Microsoft Teams PowerShell module, version 5.3.0.

[BREAKING CHANGE] Adds State parameter & output attribute to [New|Get|Set|Update]-CsTeamsShiftsConnection and [New|Get|Set|Update]-CsTeamsShiftsConnectionInstance cmdlets.
Releases [New|Get|Set|Remove|Grant]-CsTeamsMeetingTemplatePermissionPolicy cmdlets.
Releases Get-CsTeamsMeetingTemplateConfiguration cmdlet.
Releases Get-CsTeamsFirstPartyMeetingTemplateConfiguration cmdlet.
Release New-CsTeamsHiddenMeetingTemplate cmdlet.
Adds new parameters to the Set-CsCallQueue and New-CsCallQueue Cmdlets to enable users to set No Agent Opt In/Logged In options for call handling in Call Queue. New parameters are added for No Agent disconnect/redirection options, target, shared voicemail prompts and whether to enable shared voicemail system prompt suppression and transcription.
Adds warning message in the output of the Set-CsPhoneNumberAssignment Cmdlet. This message provides information about users with licenses in a grace period.

In this post i want to go in detail on how to configure the No Agent Opt In/Logged In for your Call Queues. I believe this is one of the features many admin/users (including me) are waiting for within the Call Queues configuration!

First step is to update your module by the following cmdlet:

Update-Module MicrosoftTeams

If you encounter problems you can use the -force parameter. For more info about installing the Microsoft Teams PowerShell module, follow this link.

In the following example i will show you how to add a redirection to a Auto Attendant with a simple text to speech prompt that applies to all calls

Set-CsCallQueue -Identity <object Id> -NoAgentAction Forward -NoAgentActionTarget "tel:+31881234567" -NoAgentRedirectPhoneNumberTextToSpeechPrompt "no agents available, please hold. We are forwarding you" -NoAgentApplyTo AllCalls

In the example above i used Reverse Number Lookup (RNL) to redirect to my Auto Attendant.

*> I’ve also tried to get the AgentsAction working with Queue, but nor objectId or resource account address are working right now. *

In order to get your Object Id use the following cmdlet:

Get-CsCallQueue |ft Name,Identity

The following parameters have been added to the Set and New-CsCallQueue cmdlet

NoAgentsAction [Disconnect, Forward, Queue, SharedVoicemail, Voicemail]
NoActionTarget [Phonenumber, resource account]
NoAgentApplyTo [AllCalls, NewCalls]
NoAgentRedirectPhoneNumberTextToSpeechPrompt
NoAgentDisconnectAudioFilePrompt
NoAgentDisconnectTextToSpeechPrompt
NoAgentRedirectPersonAudioFilePrompt
NoAgentRedirectPersonTextToSpeechPrompt
NoAgentRedirectVoiceAppAudioFilePrompt
NoAgentRedirectVoiceAppTextToSpeechPrompt
NoAgentRedirectPhoneNumberAudioFilePrompt
NoAgentRedirectVoicemailAudioFilePrompt
NoAgentRedirectVoicemailTextToSpeechPrompt
NoAgentSharedVoicemailTextToSpeechPrompt
NoAgentSharedVoicemailAudioFilePrompt
EnableNoAgentSharedVoicemailTranscription
EnableNoAgentSharedVoicemailSystemPromptSuppression

Let me know in the comments how you have build your NoAgentsAction configuration.