With the new update to Auto Attendants and Call Queues (v2) we now have the additional requirements for “Resource Accounts”. In this case these accounts are being used to enable an Auto Attendant to have a service number.
When trying to assign a service number which has been requested from Microsoft the error “We can’t load this resource account” is shown even after all the resource accounts pre requisites have been met.
As an attempt to fix this issue I tried to apply the service number via PowerShell. This did allow the Auto Attendant to be utilised but this caused call routing issues when trying to route an incoming PSTN call from the Auto Attendant to a subsequent Call Queue. Agents were not being alerted of an incoming call, this would then cause the call to time out due to no agent accepting the call.
When a resource accounts is created for Teams a disabled user object is created in Azure Active Directory. To flag the object as a resource account the “Department” field should have “Microsoft Communication Application Instance” entered (see below). The issue above was caused by this field not having this information entered.
MSOnline V1 PowerShell module for Azure Active Directory
Set-MsolUser -ObjectId *ID* -Department "Microsoft Communication Application Instance"
Azure Active Directory PowerShell V2 module
Set-AzureADUser -ObjectId *ID* -Department "Microsoft Communication Application Instance"
Any questions comment below!