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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.
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-call
See user voice
https://microsoftteams.uservoice.com/forums/555103-public/suggestions/36758488-new-calls-ring-while-on-call
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.
DaveChomi Hi,
I'm not sure if this problem has been re-introduced with updates. But users who's presence is set to out of office still get calls coming through if they are in a call queue. Presence-based routing is set to "on".
Anyone else had this issue?
FYI, do not disturb and away will skip that person in the queue.
- We've got a Microsoft Teams Call Queue for SBS Direct Services. This uses a presence-based routing meaning, the three agents should only get calls if they are available "green". However, the agents report that they sometimes get new calls even though they are already in another call. That happens not often - approximately during every tenth call. All three agents experience that behavior.
Any thoughts and resolution?Srinitr I would expect that these other calls are not coming from the call queue.
- Is there any settings we can check and modify to change this behaviour? The agents are defined by a channel in a team. Not by a group nor by selecting agents individually
DaveChomi just wanted to check what happens when busy on busy has been turned on for the organisation globally . Do we still need Presence based routing ?
Also in busy on busy the call gets disconnected or goes to VM . So in Call queues how will this affect ?
It depends on routing strategy that you use. You do not want to have calls failing on agents because of busy on busy. Imagine that you switch off presence based routing, you enable busy on busy and you will use serial routing. Call queue will skip presence check hence the call will fail because it will be offered to agent. Is this required behavior? I do not believe 🙂
So presence based routing definitely makes sense even with busy on busy enabled globally.
DaveChomiCloud you clarify a bit more? If Busy on Busy is enabled, but no Presence based, no conference mode, then the call queue will skip agents who are in a call, but not the ones with other status such as away or presenting? Is this correct?
Thank you!
