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Call queue groups - stop calls coming through when on another call
Hi All, I wonder if anyone can help with my scenario - it seems microsoft cant! I've just migrated a client from S4B with a hosted provider over to Teams in O365. I've setup a call queue, which...
Chaserz31 Presence based routing will not offer the call to the agent who is opt in to the queue and is busy with another call, away, dnd, focusing state or busy by setting this as status.
Your statement is bit confusing for people who does not have full picture.
"Presence-based routing uses the availability status of call agents to determine whether an agent should be included in the call routing list for the selected routing method. Call agents whose availability status is set to Available are included in the call routing list and can receive calls. Agents whose availability status is set to any other status are excluded from the call routing list and won't receive calls until their availability status changes back to Available."
Really lot has changed in comparison to 2019 feature set.
I personally have tested presence based routing and can confirm that this is working as desired so not sure if you have different experience or your statement is based on assumption.I can only confirm that Microsoft documentation is false in statement that presence based routing can be enabled on all routing methods because on Longest Idle methods this feature is not possible now to be even enabled. On the Attendant Routing it is possible.
Thanks.. waiting to get the free virtual licenses applied to my account so I can setup AA properly. But ideally I'd like all non busy extensions in the group to ring simultaneously
Upon further investigation you can stop calls on calls if you enable busy on busy then disable conference mode in the call queue.
Chaserz31 If you look at the date on the above posts you will see its from July 2019, and lots of changes have come in to call queues in the past 18 months.
There is now an option to enable 'presence based routing', previously it was defined by which routing method had been chosen.
Presence-based routing uses the availability status of call agents to determine whether an agent should be included in the call routing list for the selected routing method. Call agents whose availability status is set to Available are included in the call routing list and can receive calls. Agents whose availability status is set to any other status are excluded from the call routing list and won't receive calls until their availability status changes back to Available.
Create a call queue in Microsoft Teams - Microsoft Teams | Microsoft Docs
- That still doesn't work. As the original question was posted he said you need to set status to DND. Presence based routing will only work if you are set to DND. That means in order to avoid calls on calls then you have to manually enable it everytime which is a serious pain. Presence based routing doesn't work for any other status.
See user voice
https://microsoftteams.uservoice.com/forums/555103-public/suggestions/36758488-new-calls-ring-while-on-callChaserz31 Presence based routing will not offer the call to the agent who is opt in to the queue and is busy with another call, away, dnd, focusing state or busy by setting this as status.
Your statement is bit confusing for people who does not have full picture.
"Presence-based routing uses the availability status of call agents to determine whether an agent should be included in the call routing list for the selected routing method. Call agents whose availability status is set to Available are included in the call routing list and can receive calls. Agents whose availability status is set to any other status are excluded from the call routing list and won't receive calls until their availability status changes back to Available."
Really lot has changed in comparison to 2019 feature set.
I personally have tested presence based routing and can confirm that this is working as desired so not sure if you have different experience or your statement is based on assumption.I can only confirm that Microsoft documentation is false in statement that presence based routing can be enabled on all routing methods because on Longest Idle methods this feature is not possible now to be even enabled. On the Attendant Routing it is possible.
