Make an Azure Communication Service call to a call queue

Question

Hello everyone

I hope you can help me. We use the Azure Communiocation Service to call other Teams users from a Teams user. Now we want to call a group of users and the one who picks up the call first receives the call. This is already possible with the call queue. Now I wanted to test the ACS with the call queue but the call is always canceled directly.

I have set this up and also tested it with the demo code: https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/voice-video-calling/get-started-teams-call-queue

There is something else special: my ACS resource is in a different tenant than my call queue, is that a problem? I would also like to call the call queue not as a phone number but directly via Teams to release the camera image.

Thank you very much for your feedback and help.

Answer 1

The ACS allows to start a call from an ACS user to a Teams Call Queue. but, there are a few things to consider.

Tenant Configuration the ACS resource and the Teams tenant need to be federated for interoperability. If your ACS resource is in a different tenant than your call queue, you need to ensure that federation has been enabled between them.

Call Queue Setup: The call queue needs to be properly set up via the Teams Admin Center. You also need to get the email address and Object ID of the Call Queue via the Teams Admin Center and Graph API respectively.

Calling SDK: You need to use the Azure Communication Services Calling SDK to start the call.

If you’ve followed all these steps and the call is still being canceled directly, it could be due to a variety of factors such as network issues, service limitations or other configuration problems.

Answer 2

Hi @adscreen

Teams tag is mainly focused on the general issue of Microsoft Teams troubleshooting. According to your description, your question is related to Teams Development which is not in our support scope.

The following suggestion is just for your reference:

From a Teams perspective, please enable policies to ensure external access is available to Teams users:

Each Teams user has assigned an that determines whether Communication Services users can call this Teams user. Use cmdlet Set-CsExternalAccessPolicy to ensure that the policy assigned to the Teams user has set to External Access PolicyEnableAcsFederationAccess$true

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