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Hybrid resource accounts with Auto Attendants and Call Queues

Hey hybrid fans,

lately, Microsoft announced that Auto Attendants and Call Queues can now be used with Direct Routing numbers. A few good blog posts followed on how you can configure this: e.g. Randy Chapman and Linus Cansby

In short, it is.

  • Decide if you want to add an AA or CQ. Depending on this, use one of the following Application ID’s for your resource account.
    Auto Attendant: ce933385-9390-45d1-9512-c8d228074e07
    Call Queue: 11cd3e2e-fccb-42ad-ad00-878b93575e07
  • New-CsOnlineApplicationInstance -UserPrincipalName welcomehotline@contoso.com -ApplicationId “ce933385-9390-45d1-9512-c8d228074e07” -DisplayName "Welcome Hotline"
  • Add license (Phone System – Virtual User) to resource account
  • Set-CsOnlineApplicationInstance -Identity welcomehotline@contoso.com -OnpremPhoneNumber +4956112345678
  • Go to the TAC and configure your AA or CQ with the resource account you added.
    Set up a Cloud auto attendant, Create a Cloud call queue

The question I got was how does AA/CQ work with DR in a hybrid environment. This is documented here: https://docs.microsoft.com/en-us/skypeforbusiness/hybrid/configure-onprem-ra
The goal with the setup is, that on-prem users can also reach the AA/CQ.
The problem with the guide above is that in step 3 they are missing the ApplicationId parameter, which is required. Then you might ask which ApplicationId I should use.  Use one of two ApplicationId I mentioned at the beginning of the article, depending on whether you plan to add an AA or CQ.

The principle for a hybrid resource account is the same we know from SfB user accounts or room accounts:
Add the account on-prem, sync it online, add a proper license and configure it.

In detail this means:

  1. Add the resource account on-prem. In my case for an AA
    New-CsHybridApplicationEndpoint -ApplicationId "ce933385-9390-45d1-9512-c8d228074e07" -DisplayName "Hybrid Hotline" -SipAddress sip:welcomehotline@contoso.com –OU "OU=Service,OU=Users,DC=contoso,DC= com"
  2. Sync the account online with
    Start-ADSyncSyncCycle -PolicyType Delta
  3. Add a license (Phone System – Virtual User) to the resource account in O365 admin center
  4. Add a number for the resource account on-prem
    Set-CsHybridApplicationEndpoint -Identity hybridhotline@contoso.com -LineURI tel:+ 4956112345678
  5. Assign a direct routing number via SfB Online PowerShell
    Set-CsOnlineApplicationInstance -Identity hybridhotline@contoso.com -OnpremPhoneNumber tel:+4956112345678
  6. Verify configuration via SfB Online PowerShell
    Get-CsOnlineApplicationInstance -Identity hybridhotline@contoso.com
  7. Go to TAC and configure your AA or CQ with the resource account you added on-prem.
    Set up a Cloud auto attendant, Create a Cloud call queue
  8. Test if you can reach your AA or CQ from on-prem and cloud users.

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