Monday, October 9, 2017

Skype for Business Online - Why Aren't Agents Receiving Calls in a Call Queue?

I have been helping a client set up Skype for Business Online Call Queues. This morning, they told me they were able to call the service number associated with a queue and hear the greeting, but none of the agents in the queue received the call.

Normally, this just works. I logged into their tenant and didn't see anything suspicious in their queue or group setup. Also, all the users in a queue they were testing with had Cloud PBX licenses applied.

What's going on? 😕

I was grasping for straws, but I decided to check the 'external communications' settings on the tenant. I noticed the client was whitelisting companies to federate with, but they did not include their own domain. Should you have to allow your own domain? Well, if you're whitelisting domains on your tenant, turns out the answer is 'yes' (you'll also need to allow Microsoft as well).

In the Skype for Business Admin Panel on your tenant click 'organization' then 'external communications'. There are three options in the 'external access' dropdown - 'On only for allowed domains,' 'On except for blocked domains,' and 'off completely.' If you're whitelisting domains, the dropdown should be set to, 'On only for allowed domains.'



Under the 'blocked or allowed domains' section, click the '+' button to add both your domain name and Microsoft's domain (microsoft.com). I had the customer add their own domain (microsoft.com was already allowed) and wait approximately one hour. Afterward, they tested several of the queues they had setup and they worked. All agents in each queue received the call in their respective client.

Check yo'self, amirite?  😁

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