Routing external calls from 3CX to 365 auto attendant/call queue

[JohnGrenfell]

Is it possible to synchronise resource accounts from AzureAD into 3CX?

We would like to route calls from 3CX to Teams auto attendant/call queues but it would appear that is done via resource accounts which don't seem to be allowed to sync from Azure AD.

https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue

 

[NickD_3CX]

Hi!

You should be able to sync Resource Accounts, as long as you have set First/Last/Display Name on the account.
https://www.3cx.com/community/threads/teams-direct-routing-with-resource-accounts.83711/post-391417

[EDIT]
I should add though, I don't think what you want to achieve though is possible.

 

[Evolute IT]

We would like to route calls from 3CX to Teams auto attendant/call queues

This is not a good flow. Use Teams only or 3CX only for that. It doesn't make sense to go from 3CX to a Teams Queue.

 

[JohnGrenfell]

@ConceptsWeb We are seeing fewer and fewer of our staff using the 3CX with the majority of internal comms happening on Teams. We've removed handphones for all but a few.

External calls come in via 3CX call queues which until the integration caused issues with agents having to login to both 3CX and Teams, having one ring while in a call on the other platform caused issues. So now even fewer run 3CX.

In an ideal world for us all staff would only use the Teams interface and also those Teams for queue management.

We are looking to use Microsoft Power Virtual Agents (bots) to help with standard helpdesk queries online. Part of the logic tree allows for the hand-off to a live agent (calling a Teams queue) - https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off . If we could get this working our staff would only need to use Teams rather than join 2 separate queue systems.

I would argue that from a cost perspective it makes perfect sense for us route our calls from 3CX (which handles all our DDI/call routing) into Teams.

 

[NickD_3CX]

Hi @JohnGrenfell ,

I am happy to hear that this is working for you so far in this way, I just want to point out that the intention of the Integration with Teams was not to replace the use of the 3CX Apps, but rather to allow those members of each organization that really need Teams and that are fairly "light" phone users to spare them the need of having 2 clients open.

For "heavy" phone usage, we did and always will suggested the 3CX Apps as they are something we create and can optimize to work best with 3CX Server software.
Apart from this, there are things that will never probably get integrated with the Teams client, like the Queue View that Queue Managers can have with the 3CX Apps, UI Login/Logout to queues of other members, etc...

 

[garnesdata]

Hi @JohnGrenfell ,

I am happy to hear that this is working for you so far in this way, I just want to point out that the intention of the Integration with Teams was not to replace the use of the 3CX Apps, but rather to allow those members of each organization that really need Teams and that are fairly "light" phone users to spare them the need of having 2 clients open.

For "heavy" phone usage, we did and always will suggested the 3CX Apps as they are something we create and can optimize to work best with 3CX Server software.
Apart from this, there are things that will never probably get integrated with the Teams client, like the Queue View that Queue Managers can have with the 3CX Apps, UI Login/Logout to queues of other members, etc...

I'm looking into this as well, to route calls to the tenant for queue functionality since I'm still waiting for the teams status sync to 3cx. Do you have an ETA on this?

 

[NickD_3CX]

I'm looking into this as well, to route calls to the tenant for queue functionality since I'm still waiting for the teams status sync to 3cx. Do you have an ETA on this?

No ETA, and in fact there isn't a guarantee that it will be implemented.
We shared some ideas that we are considering to implemented in a blog post and this was hinted at, this could still change though.