Resource Accounts

Before proceeding make sure that your account has Global Administrator role in Microsoft 365 tenant. Make sure that your SBC setup allows forwarding from Teams to Teams (only Direct Routing).

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Prerequisites

In Microsoft Teams, a resource account is required for each call queue. Resource accounts may also be assigned service telephone numbers. This is how you create a resource account and assign a phone number allowing callers from outside Teams to reach the ROGER365.io queue.

If you haven’t installed the Teams PowerShell module on your PC, you can find the relevant information here: https://docs.microsoft.com/en-us/microsoftteams/teams-powershell-install

if you haven't installed the Graph PowerShell SDK on your PC, you can find the relevant information here: https://learn.microsoft.com/en-us/powershell/microsoftgraph/installation?view=graph-powershell-1.0

We advise to use Teams PowerShell module – version 7.8.0, or above

1. Check if Azure Communication Services is enabled for your tenant

The Azure Communication Services is default not available in every tenant. When this is not present, registering resource accounts to the ACS resource will fail. You can test if the service is already provisioned to the target tenant. This command requires at least the Application Administrator or Global Administrator role to create service principals. This has to be done once per tenant.

• Start a PowerShell session from your pc
• Log in the MgGraph powershell module with this command

Connect-MgGraph

• Check if Azure communcation services is available for this tenant

Get-MgServicePrincipal -Filter "displayName eq 'Azure Communication Services'"

• When Azure Communication Services is not in the tenant, it can be added with these commands

Connect-MgGraph -Scopes AppRoleAssignment.ReadWrite.All,Application.ReadWrite.All -NoWelcome
New-MgServicePrincipal -Appid '1fd5118e-2576-4263-8130-9503064c837a'

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2. Create new Resource Account in Teams PowerShell module

• Start a PowerShell session from your pc
• Log in the MicrosoftTeams powershell module with this command

Connect-MicrosoftTeams

• Using the Microsoft Teams PowerShell module, create a new resource account. Update the UserPrincipalName and DisplayName values to align with your environment's naming conventions

New-CsOnlineApplicationInstance -UserPrincipalName "user@domain.com" -ApplicationId 'c8db29b6-8184-44fa-a6a1-086b8ae0435e' -DisplayName "DisplayNameOfAccount"

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3. Assign “Microsoft Teams Phone Resource Account” license

• Navigate to Office365 Admin portal via: https://admin.microsoft.com‍
• Select [Users] / [Active users] and select your created resource account from the previous step
• Assign the resource account a “Microsoft Teams Phone Resource Account”. If this license is unavailable, go to [Billing] / [Purchase Services] where you can add this (free) license‍

4. Connect the resource account to the ROGER365.io ACS resources

To connect your resource account to the ACS resources, use the ACS resource ID from the table. Select the cluster closest to where the PSTN resource account number was provisioned.

• Configure the resource account with the acs resourceId, using the following command. Insert the username of the previously created resource account, along with the acs resource id from the table, into the command.

Set-CsOnlineApplicationInstance -ApplicationId "c8db29b6-8184-44fa-a6a1-086b8ae0435e" -Identity "user@domain.com" -AcsResourceId "ACS resource Id of Cluster"

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5. Assign a number to the Resource Account

If the Set-CsPhoneNumberAssignment command returns the error 'The application endpoint was not found in Active Directory,' this generally means Azure AD has not yet fully synced. Wait a few minutes and try again.

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Direct routing

• If not yet connected start a PowerShell session from your PC like done in step 1
• Configure the resource account with a phone number, phone type, and reverse number lookup using the following command. Insert the username of the previously created resource account, along with the correct phone number, into the command.

Set-CsPhoneNumberAssignment -Identity "user@domain.com" -PhoneNumber +1222333444 -PhoneNumberType DirectRouting -ReverseNumberLookup 'SkipInternalVoip'

Update Contact Information of Resource Account identity in Entra ID (only for Direct Routing)

• Navigate to your Entra ID tenant and locate Resource Account’s DisplayName provided in step 1.
• On the Contact Information tab, enter the phone number used in the PowerShell command in the 'Business phone' field.

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‍‍‍Operator Connect

• If not yet connected start a PowerShell session from your PC like done in step 1
• Configure the resource account with a phone number and phone type, using the following command. Insert the username of the previously created resource account, along with the correct phone number, into the command.

Set-CsPhoneNumberAssignment -Identity "user@domain.com" -PhoneNumber +1222333444 -PhoneNumberType OperatorConnect

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Calling plan

• If not yet connected start a PowerShell session from your PC like done in step 1
• Configure the resource account with a phone number and phone type, using the following command. Insert the username of the previously created resource account, along with the correct phone number, into the command.

Set-CsPhoneNumberAssignment -Identity "user@domain.com" -PhoneNumber +1222333444 -PhoneNumberType CallingPlan

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6. Synchronize changes to Microsoft Teams

To make all changes active, the resource account has to be synced to Microsoft Teams.

• In PowerShell run the following command. Insert the username of the previously created resource account

$Instance = Get-CsOnlineApplicationInstance -Identity "user@domain.com"

• Run the command to get the ObjectId of the resource account. Save the ObjectID, it will be used later.

$Instance.ObjectID

• Run the command to synchronize the change to MicrosofTeams to make them active

Sync-CsOnlineApplicationInstance -ObjectID $Instance.ApplicationId -ApplicationId "c8db29b6-8184-44fa-a6a1-086b8ae0435e"

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To check your configured resource account, use the following command.

 Get-CsOnlineApplicationInstance -Identity "user@domain.com" | fl

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Resource Accounts page

The Resource Accounts page is where you manage the Teams resource accounts used on your platform. A resource account is associated with a phone number and is used for routing calls, including outbound calling from queues. You can find this page under the Contact Center section in the left-hand menu.

Understanding the page

The counter at the top shows the total number of resource accounts currently configured (in this example, 1). Each resource account is listed in a table with the following columns:

• Details – The phone number of the resource account (for example, +31883651000), along with its name shown beneath it (for example, RA-R365-ACS). Click the plus (+) icon on the left to expand the row and view more details.
• Actions – The controls for managing each resource account.

Working with resource accounts

To add a new resource account, click the Add New button in the top-right corner.

To edit an existing resource account, click the blue pencil icon in the Actions column for that row. To delete a resource account, click the red trash icon in the same row.

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7. Creating a Resource Account

The Create Resource Account dialog lets you add a new resource account to the platform. Click Add New on the Resource Accounts page to open this dialog, then complete the fields below.

1. ACS Resource Account Object Id (required) – Select the ACS resource account object ID to associate with this resource account. This should be the same as the one set on the resource account in the Teams PowerShell module.
2. Object Id (required) – Enter the object ID of the resource account which you saved earlier at step 6
3. Description (required) – Enter a brief description of the resource account to help identify its purpose—for instance, the display name of the Teams resource account.
4. Phone number (required) – Enter the phone number for the resource account in international format (for example, +31883651000). This field is mandatory, as indicated by the red asterisk.
5. Default Language (required) – Select the default language for the resource account. This determines the default language used for playing audio prompts and for hinting the transcripts.

When you have completed the fields, click Save in the bottom-right corner to create the resource account.