What’s Going On With My Automated Attendants?

A huge service update brings us modern automated attendants, it was a bit of a shakeup, I had clients building them in the legacy portal one day and having this functionality replaced the next.

The good news is that it’s a really nice UI, we can use direct routing or calling plan numbers, we can have multiple phone numbers for the same automated attendant or call queue, we’ve got centralized holiday tables and we can use round robing routing. All in all, it’s a welcome enhancement.

The crummy news is they now require a resource account by design (that’s not the crummy part) and that account needs licensing to get a phone number (that’s the crummy part). What was free is no longer, though I hear word that it’s being worked on (ok, I read words, in Microsoft docs).

If you don’t need a number, you won’t need a licensed resource account, so you don’t have to license each option in an attendant that sends to another option which is also an attendant.

UPDATE: Phone System – Virtual User licensing is now available, so we can get these set up for free again.

More info available here.