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Recommendations For Call Queue and Auto-Attendant Configuration

ISI Recommendation #

When configuring a Microsoft Teams Call Queue or Auto-Attendant to route to another Call Queue or Auto-Attendant, ISI recommends configuring the redirect to a Resource account whenever possible. This ensures each record of CDR has distinct identifiable UPNs for reporting.

Example Call Queue Configuration

Example Auto-Attendant Configuration

What Is Supported by ISI Analytics? #

Auto-Attendant Support #

For call flow of an Auto-Attendant (Business-hours call flow, After-hours call flow, Holidays call flow), ISI Analytics supports the following scenarios:

  1. Resource account: Call Queues and Auto-Attendants configured as a Redirect to a Resource account in a call flow. This will use a distinct UPN in CDR for the Queue which will reflect in reporting. 
  2. Voice App to a single Call Queue: When an Auto-Attendant has only one Call Queue configured as Voice app. The call records for the Call 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.

Call Queue Support #

For Exception handling of a Call Queue (Call overflow, Call timeout, No agents opted or signed in), ISI Analytics supports the following scenario:

  1. Resource Account: Call Queues and Auto-Attendants configured as a Redirect to in Exception handling should be configured to a Resource Account. This ensures a distinct UPN in CDR for the redirected party for reporting. 

Configuration Options #

Microsoft supports two ways to route calls to an Auto-Attendant or Call Queue, Resource Account and Direct Reference. More information about these options can be found here. While both of these options create the same call flow, 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 and selecting the Resource Account assigned to the Auto-Attendant or Call Queue.
    • This method creates CDR where each call leg has a distinct UPN in the CDR. 
    • Examples below are in Green. 
  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 and selecting the Auto-Attendant or Queue. 
    • This method creates CDR where the Auto-Attendant and Call Queue have the same UPN as the Auto-Attendant or Queue that redirected the call. 
    • Examples below are in Red.

Example Auto-Attendant Configuration:

  • 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 #

The unique identifier Microsoft provides in CDR for a Call Queue or Auto-Attendant is the UPN of the Resource Account assigned to the Call Queue or Auto-Attendant. If a Resource Account is not assigned to a Call Queue or Auto-Attendant, there is not a unique identifier to provide in CDR for the Call Queue or Auto-Attendant. In this case, Microsoft uses the UPN of the party the routed the call to the Call Queue or Auto-Attendant. 

In the case where an Auto-Attendant routes the call to a Call Queue, the Call Queue will report with the same UPN as the Auto-Attendant. See the Auto-Attendant Example below. 

In the case where a Call Queue routes the call to another Call Queue, the second Call Queue will report with the same UPN as the first Call Queue. See the Call Queue Example below. 

Auto-Attendant Example #

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 Direct Reference #

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. 

Call Queue Example #

Example Scenario: Phone Number +13125550123 calls Customer_Support_CQ, the Queue times out after 15 seconds and is forwarded to Operator_CQ, and agent Jane Doe picks up.

Example Using Resource Account Routing #

Configuration

  • Customer_Support_CQ is configured with Resource Account: customer_support_cq@isianalytics.com
    • Call timeout configuration: When call times out: Redirect this call to Resource account=operator_cq@isianalytics.com
  • Operator_CQ is configured with the Resource Account: operator_cq@isianalytics.com
  • Jane Doe’s UPN is jdoe@isianalytics.com

CDR: 

  • Record 1: Call from +13125550123 to Call Queue customer_support_cq@isianalytics.com
  • Record 2: Call is not answered and forwarded to Call Queue operator_cq@isianalytics.com
  • Record 3: Agent jdoe@isianalytics.com answers the call

In this example, each record has a distinct UPN to identify the 2 Call Queues and Agent. 

Example Using Direct Reference #

Configuration

  • Customer_Support_CQ is configured with Resource Account: customer_support_cq@isianalytics.com
    • Call timeout configuration: When call times out: Redirect this call to Voice app=Operator_CQ
  • Operator_CQ is configured without a Resource Account.
  • Jane Doe’s UPN is jdoe@isianalytics.com

CDR: 

  • Record 1: Call from +13125550123 to Call Queue customer_support_cq@isianalytics.com
  • Record 2: Call is not answered and forwarded to Call Queue customer_support_cq@isianalytics.com
  • Record 3: Agent jdoe@isianalytics.com answers the call

In this example, the second Queue record has the same UPN as the first because Direct Reference routing was used. It is not possible to determine that Record 2 was routed to Operator_CQ.