Using Power BI to analyze MS Teams Auto Attendants and Call Queues – PART 1 -Auto Attendant Analytic

#MSTeams #TeamsCalling #PowerBI #TeamsReports #Microsoft

I have started to play around with Power BI to get more information from Teams Auto Attendants and Call Queues. ‘MORE’ is a strong word…I should really just say ANY information (if you know, you know) 😉. This has been a long-awaited feature for Teams AAs and CQs and sometimes becomes a barrier for customers to adopt Teams Calling. So this is long overdue!

The instructions to install and upload the report Microsoft provides are clear enough and easy to follow. I’m not going to repeat those steps, but here is the link Auto Attendant & Call Queue Historical Report - Microsoft Teams | Microsoft Docs. This link also goes through what the reports information is showing you, however it gives the absolute basic information and not real-life scenarios. That is what I am going to be focusing on in this article.

There are 3 areas to get information in the CQ and AA combined Analytics report: Cloud Auto Attendant Analytics, Cloud Call Queue Analytics and Cloud Call Queue Agent Timeline.

A few limitations to these reports:

· The data does not refresh on its own, it is not real time and must be refreshed manually.

· It usually takes 30 minutes for data to come in after call is done but can take longer.

· CQs and AAs are shown by Resource Account names.

· Only 28 days of history is available in the dashboard because the data is considered personal data and is subject to data privacy retention policies.

· You need a Power BI license to create the reports, but users can use the free version to view them.

This article will go into more detail about the Cloud Auto Attendant Analytics. Parts 2 and 3 to follow.

Operator Connect Mobile - New Feature for MS Teams Phone

#microsoftteams #operatorconnect #mobileworker

Microsoft has delivered a mobile-first experience for Microsoft Teams Phone!

Currently, Operator Connect Mobile is available through Microsoft's Operator Connect Partners, BT, Rogers, Swisscom, Telia and Verizon. You no longer have to rely on the Teams app on your phone. Your cell phone natively becomes a Teams Phone endpoint! Inbound and outbound calling is routed via Teams because Teams becomes the cell phone's PSTN connection.

Benefits of using Operator Connect Mobile (OCM):

• Use your cell phone's native dialer.

• Teams policies apply for caller ID.

• Outbound calls can show your corporate main number or call center number.

• Power of Teams on your native mobile device.

• Uses Teams voicemail.

• Single platform for call history.

• Teams presence will show you are using your cell phone.

• Simultaneous ring or call forwarding is no longer needed.

• Existing Teams compliance session recording solutions will work for both inbound and outbound calls on your mobile phone.

A few things missing as of release is SMS from your cell. You can still send text messages from your cell phone, but they will not flow or sync through Teams. However, this is on their roadmap and a feature you can expect. Your cell phone number needs to be managed by your business. Which means you can't use OCM with your personal Verizon account, your number must be transferred to your business mobile plan. OCM is only available if you are an Operator Connect customer. You cannot use OCM with a MS Calling Plan or Direct Routing.

Another great opportunity to enable your Mobile users to excel!

Creating E164 numbers and enabling PowerShell to enable Teams Voice

#microsoftteams #powershell #E164

ONE SCRIPT TO ENABLE TEAMS DIALPAD

I need a clear and easy process to enable users for Teams Phone System, no matter how many users. I've done deployments with 10 users, sure I'll click my mouse 30 times. But anymore than 10, PowerShell is my best friend. Not only does it help from making human mistakes, its fun to use!...Once you have working scripts :).

When I receive data from a customer, 100% of the time, it is not in the format I need. So I've gotten pretty good at Excel (good is a very

strong word for my Excel skills). When I am given something like this:

I need to be able to format line items PowerShell needs.

For this script I need their SIP address and I need to put their DID in E164 format. The email address is usually their email address (verify this). So I put my focus towards the DID.

I often question the need of 4 digit dialing with Teams, but I get asked about all the time. Also, if you have an Auto Attendant set up for Extension Dialing, you will need to include ;ext=xxxx so Teams knows what extension you are referring to. It is supported to have a different extension than your last 4 digits, and this is how you accomplish that as well.

First you need to copy the last 4 digits of the DID (assuming they match with your internal dialing). We will use empty cell C8 and will type:

=Right (C7,4)

The output will be:

1263

Now you need to create the full E164 number. In C8, type:

="tel:+1"&C7&";ext="&C8

The output will be:

tel:+11241581263;ext=1263.

Then clean up the spreadsheet with just the user's email address and TeamsDID and save it as a .csv file.

Now open PowerShell ISE in admin mode. I'm going to assume you already have the Teams module installed. But you will also need the MSOnline module (for assigning licenses).

Install-Module MSOnline

Connect-MSOLService

Then you'll also want to connect to Teams module.

Type:

Connect-MicrosoftTeams

Enter your M365 admin creds

Once loaded, you are ready to enable your users for Teams Phone System. To enable the dialpad in Teams, the user needs 3 things.

Phone System License (MCOEV)

Enterprise Voice Enabled

Assigned Voice Routing Policy

This script will cover all 3. Copy and paste into PowerShell ISE

#Script to Teams Voice enable users

Connect-MicrosoftTeams

{

$Users = Import-Csv -Path C:\temp\TeamsUsers2.csv

$sip = $user.user

$lineuri = $user.TeamsDID

ForEach($user in $Users) {

Set-MsolUserLicense -UserPrincipalName $sip -AddLicenses "MCOEV" -ErrorAction SilentlyContinue

Set-CsUser -Identity $sip -EnterpriseVoiceEnabled $true -LineURI $lineuri

Grant-csonlinevoicemailpolicy -Identity $sip -PolicyName Default

Grant-CsOnlineVoiceRoutingPolicy -Identity $sip -PolicyName "PolicyName" -verbose

}}

A few key things to note:

Update based on headers in your .csv file

AddLicense is the Phone System license (but that line can be used for other licenses as well)

Update -PolicyName to your Voice Routing Policy in Teams.

It could take up to 24hrs for the dial pad to show up in the Teams client.

Hope this helps!