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Manage resource accounts for service numbers
mkbond007
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pamgreen
roykuntz, jastark
05/21/2024
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M365-voice
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tier1
Admin
Microsoft Teams
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ms.teamsadmincenter.orgwidesettings.resourceaccounts.overview
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In this article, you'll learn how to create, edit, and manage resource accounts for service numbers in Microsoft Teams.

Manage resource accounts for service numbers

[!INCLUDE set-up-resource-account-steps]

Next steps

Once you complete the resource account setup and assign a phone number if needed, you're ready to use the resource account with an Auto attendant or Call queue.

To learn more, see the following references:

You can edit the resource account Display name and Resource account type using the Edit option. Select Save when you're done.

Change an existing resource account to use a Microsoft Teams Phone Resource Account license

To switch the licenses on your existing resource account from a Teams Phone Standard license to a Microsoft Teams Phone Resource Account license, you'll need to acquire the Microsoft Teams Phone Resource Account license, and then follow the steps in the Microsoft 365 admin center to Move users to a different subscription.

Warning

Always remove a Teams Phone Standard license and assign the Microsoft Teams Phone Resource Account license in the same license activity. If you remove the old license, save the account changes, add the new license, and then save the account settings again, the resource account may no longer function as expected. If this happens, we recommend you create a new resource account for the Microsoft Teams Phone Resource Account license and remove the broken resource account.

Skype For Business Server 2019

For resource accounts homed on Skype For Business Server 2019 that can be used with cloud Call queues and cloud Auto attendants, see Plan Cloud Call queues or Plan Cloud Auto attendants. Hybrid implementations (numbers homed on Direct Routing) are configured using the New-CsHybridApplicationEndpoint cmdlet on an on-premises Skype for Business Server 2019 server.

The application IDs that you need to use while creating the application instances are:

  • Auto Attendant: ce933385-9390-45d1-9512-c8d228074e07
  • Call Queue: 11cd3e2e-fccb-42ad-ad00-878b93575e07

Note

If you want the Call queue or Auto attendant to be searchable by Skype For Business Server 2019 users, you should create your resource accounts on Skype For Business Server 2019, since online resource accounts are not synced down to Active Directory. When DNS SRV records for sipfederationtls resolve to Skype for Business Server 2019, then resource accounts must be created on Skype For Business Server 2019 using SfB Management shell and synchronized to Microsoft Entra ID.

For hybrid implementations with Skype for Business Server:

Delete a resource account

Make sure you dissociate the telephone number from the resource account before deleting it, to avoid getting your phone number stuck in pending mode.

  1. Sign into the Teams admin center.
  2. Expand Voice, and then select Resource accounts page.
  3. Select the resource account to which you want to assign a phone number, and then select Assign/unassign.
  4. Select the X on the assigned Auto attendant or Call queue.
  5. Select the Save button.

After you do that, you can delete the resource account in the Microsoft 365 admin center, under the Users tab.

Hide resource accounts from Teams users

You may want to hide certain resources accounts from Teams users. For example, you may want to prevent Teams users from directly calling a Call queue and bypassing the Auto attendant where the hours of operation are configured.

Information barriers are used to hide the resource accounts. Review the information barriers documentation to understand the possible impacts before proceeding with the steps below.

Required subscriptions and permissions

To access and use information barriers, your organization must have one of the following subscriptions or add-ons:

  • Microsoft 365 E5/A5 subscription (paid or trial version).
  • Office 365 E5/A5/A3/A1 subscription (paid or trial version).
  • Office 365 Advanced Compliance add-on.
  • Microsoft 365 E3/A3/A1 subscription + the Microsoft 365 E5/A5 Compliance add-on.
  • Microsoft 365 E3/A3/A1 subscription + the Microsoft 365 E5/A5 Insider Risk Management add-on.

Note

If you already have Exchange Online address book policies configured, they must be removed before proceeding with the steps below.

All the steps below are performed by the Tenant Global Administrator.

These instructions assume there are no other information barriers configured.

Teams admin center

  1. Sign into the Teams admin center.
  2. In the left-rail menu, expand Teams.
  3. Select Teams settings.
  4. Scroll down to Search by name.
  5. Turn on the toggle, and save the change.

For more information on this option, see Limit who users can see when searching the directory in Teams.

Compliance - Auditing

  1. Sign into the Microsoft Purview compliance portal.

  2. In the left navigation pane, select Audit.

  3. If auditing is turned off, the following banner is displayed:

    :::image type="content" source="/microsoft-365/media/AuditingBanner.png" alt-text="Screenshot showing audit banner if auditing is not enabled."lightbox="/microsoft-365/media/AuditingBanner.png":::

  4. Select the Start recording user and admin activity.

For more information on auditing, see Set up Audit (Standard) in Microsoft 365.

Segmenting Data

The Resource Accounts that shouldn't be called directly need to be segmented and easily identifiable. This can be done by making them members of a particular group or by some unique information in their user profile such as:

  • Company
  • User principal name
  • Location
  • Department
  • Usage location
  • Mail nickname (Alias)
  • Physical delivery office name (Office)
  • Postal code
  • Proxy address (Email Address)
  • Street address
  • Target address (ExternalEmailAddress)
  • Mail (WindowsEmailAddress)
  • Description

In the example steps below, the Department field is used.

For more information on segmenting users, see Identify segments.

Microsoft admin center

  1. Sign into the Microsoft 365 Admin Center.
  2. In the left navigation pane, select Active Users.
  3. Select the first Resource Account to block direct calls to.
  4. Select Manage contact information in the right pane.
  5. Replace the contents of the Department field with a unique word or acronym that isn't used as a department name. For example, DNC.
  6. Save changes.
  7. Repeat for each Resource Account that needs to be blocked from receiving direct calls.

Compliance - Information Barriers

  1. Sign into the Microsoft Purview compliance portal.
  2. In the left navigation pane, select Information barriers > Segments.
  3. Select New segment.
  4. Enter a name for the segment, and select Next. For example, Uncallable Resource Accounts.
  5. Select + Add, and then Department.
  6. Enter the unique word or acronym used in Microsoft admin center step 5 above. For example, DNC.
  7. Select Next, and then Submit.
  8. Select New segment.
  9. Enter a name for the segment, and select Next. For example, Callable Users.
  10. Select + Add, and then Department.
  11. Select the Equal drop-down, and select Not equal to.
  12. Enter the unique word or acronym used in Microsoft admin center step 5 above. For example, DNC.
  13. Select Next, and then Submit.
  14. In the left navigation pane, select Information barriers > Policies.
  15. Select Create policy.
  16. Enter a name for the policy, and select Next. For example, Uncallable Resource Accounts.
  17. Select + Choose segment, add the segment created in step 9 above, and select Next. For example, Callable Users.
  18. Select Blocked from the Communication and collaboration drop-down.
  19. Select + Choose segment, add the segment created in step 4 above, and select Next. For example, Uncallable Resource Accounts.
  20. Set the policy to On, select Next, and then Submit.
  21. Select Create policy.
  22. Enter a name for the policy, and select Next. For example, Callable Users.
  23. Select + Choose segment, add the segment created in step 4, and select Next.
  24. Select Blocked from the Communication and collaboration drop-down.
  25. Select + Choose segment, add the segment created in step 9 above, and select Next.
  26. Set the policy to On, select Next, and then Submit.
  27. In the left navigation pane, select Information barriers > Policy application.
  28. Select Apply all policies.

Note

It may take 30 minutes or more for the policy to be applied.

Once the status shows completed, go into Teams Client and try to search for the Resource Accounts that were blocked. It may be necessary to clear the Teams cache.

If a Teams user has saved the Resource Account as a contact, they will no longer be able to call it.