Anywhere365 Attendant Console for Microsoft Teams

[Pages:19]Deployment guide

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Anywhere365 Attendant Console for Microsoft Teams

Deployment Guide

November 2021 Anywhere365

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ANYWHERE365 Van Nelleweg 1 Hal B 3044 BC Rotterdam

Tel +1 206 338 7450 anywhere365.io info@anywhere365.io

July 2020, Version 1.3.3 Author: Anywhere365

This document contains confidential and proprietary information which may be legally privileged. It is intended only for the original recipient. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and or publication of this material is strictly prohibited without the explicit consent of ANYWHERE365. All products mentioned in this, and associated documents are the property of their respective owners. All rights reserved ? 2020 ANYWHERE365

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Contents

Contents .................................................................................................................................................... 3 Important note on using this guide....................................................................................................... 4 1. Teams Attendant with Direct Routing ......................................................................................... 5 Prerequisites - reminder............................................................................................................................ 5 Configure an Anywhere365 Attendant queue .......................................................................................... 6 1. Teams Attendant with Calling Plan ............................................................................................. 8 Prerequisites - reminder............................................................................................................................ 8 Create an Anywhere365 Attendant Queue............................................................................................... 9 2. Attendant Console App in Teams................................................................................................... 11 3. Attendant Console Settings ............................................................................................................ 13 More resources .................................................................................................................................... 18

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Important note on using this guide

This document describes the usage of our PowerShell script "Add-PcBotAppInstance.ps1" used to create Anywhere365 Attendant Console Queues. This document covers Step 3 and Step 4/4 of our GoLive configuration page

STEP 1

Consent Anywhere365

App

STEP 2

Consent Anywhere365

Calling Bot

STEP 3

Create Anywhere365

Attendant Queue Endpoint

STEP 4

Deploy

Attendant Console App for

Teams

The prerequisites and online Consent step 1 & 2 must have been done before Please visit the golive-configuration page

Covered In this document

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1. Teams Attendant with Direct Routing

Prerequisites - reminder

An Azure AD account with the following roles:

Microsoft 365 phone system ? Virtual User add-on License (free) ? 1 per Attendant Queue

(more info)

Latest Teams and Azure AD PowerShell modules installed

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Configure an Anywhere365 Attendant queue

Teams Call Queues cannot be retrieved/used in Anywhere365 Attendant Console as not exposed in MS API. Each resource account created (attendant queue) is linked to Anywhere365 SaaS ApplicationId.

Download and unzip our PowerShell script (1/5)

Launch the script with this exact syntax . .\Add-PcBotAppInstance.ps1 (2/5)

Enter Prepare-PcBot to Connect Azure and Teams PowerShell (3/5)

Run Update-PcBot to create Anywhere365 Attendant Endpoint queue(s) (4/5)

Choose Option 1 for Direct Routing

When asked, enter your Anywhere365 queue parameters:

Requested parameters

UserPrincipalName

DisplayName TelephoneNumber

Location

A new user principal name for your new queue (userprincipalname@) If you use ADFS with federation, you can use the Microsoft Domain. Display name visible when it calls to users in your tenant Enter the incoming phone number for that queue from your direct routing dial plan using E.164 format (+31234567...) User's location (2 characters of country code used for the licensing) where is this endpoint located. The location must match the phone number one. Example: NL, FR, AU, UK, US, DE

Select 1- Anywhere365 EMEA Region that hosts the Attendant Service for the queue.

AMER and APAC will be live soon

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PSTN Dial-Out configuration (5/5)

- Select the "Caller ID outbound Queue" presented when dialing-out, in the Preferences ? Conversation Tab of the Attendant

- To dial-out from the Attendant Console, you must validate your Direct Routing Policy is applied on every account (user or resource) to be routed outside in a National or International dialing plan.

This voice routing policy must then be assigned to the Anywhere365 queue resource account (the one set in the menu above) via "Grant-CsOnlineVoiceRoutingPolicy" and "Grant-CsTeamsCallingPolicy".

You must validate your SBC configuration in case of caller's number policy verification that may require an AD account for the queue.

- To dial-out, phone number must be entered in the E.164 phone format. (+31...)

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1. Teams Attendant with Calling Plan

Prerequisites - reminder

An Azure AD account with the following assigned roles:

Microsoft 365 phone system ? Virtual User add-on License (free), 1 per Attendant Queue (more

info)

Microsoft Service Phone numbers (Toll/Toll-Free type) You can order them from MS Teams Admin Center ? Voice ? Phone Numbers.

Your Service number must belong to the same Location as the operator user. This is related to your Emergency Code Area.

Latest Microsoft Teams and Azure AD PowerShell modules installed

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