ISI Recommendation #

ISI recommends configuring Microsoft Teams Auto-Attendants to route to Resource accounts whenever possible. This ensures each record of CDR has distinct identifiable UPNs for reporting.

Example Configuration:

What Is Supported by ISI Analytics? #

ISI Analytics supports the following scenarios:

1. Resource account: Any Queue configured in an Auto-Attendant with Redirect to set as Resource account. This will use a distinct UPN in CDR for the Queue which will reflect in reporting. 
2. Single Voice App: When an Auto-Attendant has only one Queue configured as Voice app. The call records for the Queue will report with the UPN of the Auto-Attendant.
   1. Note: An Auto-Attendant could have one or more Queues configured to a Resource account, along with one configured as a Voice app. 
   2. More information this configuration can be found below. 

Auto-Attendant Configuration Options #

Microsoft supports two ways to route calls from an Auto-Attendant to another Auto-Attendant or Call Queue, Resource Account and Direct Reference. More information about these options can be found here under ‘You can nest Auto attendants and Call queues in two ways’. While both of these options create the same end result, they create different CDR. 

1. Resource Account: This method routes the call to the Resource Account assigned to the Auto-Attendant or Call Queue. 
   • Configured by setting Redirect to to Resource Account. When a user selects this menu option, the call is routed to the Resource Account assigned to the Auto-Attendant or Call Queue. Examples below are in Green. 
   • This method creates CDR where the Auto-Attendant and Queue have distinct UPNs in the CDR. 
2. Direct Reference: Sometimes called Nested Call Queues or Nested Resource Accounts. This method routes the call directly to an Auto-Attendant or Call Queue without needing to assign and license a Resource Account for the Auto-Attendant or Call Queue. 
   • Configured by setting Redirect to to Voice app. When a user selects this menu option, the call is routed directly to the Auto-Attendant or Call Queue. Examples below are in Red.
   • This method creates CDR where the Auto-Attendant and Call Queue have the same UPN in the CDR. 

In the configuration example below:

• Options 1 and 3 both transfer to the Operator Call Queue
• Options 2 and 4 both transfer to the Test Auto-Attendant

How This Affects CDR #

As mentioned above, configuring Auto-Attendants to route to Resource Accounts will create CDR with distinct UPNs while routing to Voice apps will create CDR with the same UPN. As described in Microsoft’s documentation under the Reporting and Nested Auto attendants and Call queues heading: “The [Microsoft Reports] only report on the calls and caller actions in the first Auto attendant or Call queue that answers the call.” This behavior extends to the CDR produced by Microsoft as well. When Auto-Attendants or Call Queues are nested, the UPN in the CDR is reported as the first Auto-Attendant in the call flow. 

Example Scenario: Phone Number +13125550123 calls Operator_AA Auto-Attendant, selects option 1, is transferred to Operator_CQ Queue, and agent Jane Doe picks up. 

Example Using Resource Account Routing #

Configuration

• Operator_AA Auto-Attendant is configured with the Resource Account: operator_aa@isianalytics.com
  • Auto-Attendant menu option 1 configured to Redirect to Resource Account: operator_cq@isianalytics.com
• Operator_CQ  Call Queue is configured with the Resource Account: operator_cq@isianalytics.com
• Jane Doe’s UPN is jdoe@isianalytics.com

CDR:

1. Record 1: Call from +13125550123 to Auto-Attendant operator_aa@isianalytics.com
2. Record 2: Call is transferred to Call Queue operator_cq@isianalytics.com
3. Record 3: Agent jdoe@isianalytics.com answers the call

In this example, each record has a distinct UPN to identify the Auto-Attendant, Call Queue, and Agent. 

Example Using Nested Call Queues #

Configuration

• Operator_AA Auto-Attendant is configured with the Resource Account: operator_aa@isianalytics.com
  • Auto-Attendant menu option 1 configured to Redirect to Voice app: Operator_CQ
• Operator_CQ Call Queue is configured without a Resource Account.
• Jane Doe’s UPN is jdoe@isianalytics.com

CDR:

1. Record 1: Call from +13125550123 to Auto-Attendant operator_aa@isianalytics.com
2. Record 2: Call is transferred to Call Queue operator_aa@isianalytics.com
3. Record 3: Agent jdoe@isianalytics.com answers the call

In this example, the Call Queue record does not have a distinct UPN. The UPN on the call matches the Auto-Attendant.