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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.
With our Call group in SkypeForBusiness, (we just got moved to Teams and a Call Queue), in the past we could go to Windows control panel, Sounds, Sounds tab, and select something like "second incoming call" in the Skype for Business group, and pick "None"/no sound. This was great, because it did not affect first/new calls ringing normally. Any second incoming call to the group would display on screen, but emit no sound if you were already in a call. It would ring for others in group who were not in a call (as normal).
We liked this, especially if we were waiting for someone to call back, etc, or if an especially important person/number was calling. We could still monitor new calls coming in, even if we were in a call. AND We did not have to suffer the 2nd call ringing on our station.
I do not know why this SIMPLE option is not in TEAMS. My understanding is that Microsoft development project TEAM members are not supposed to be any of/from a previous similar product, so there is fresh thinking, however this approach basically lobotomizes the new product development team from all the good aspects developed in the former product. (Window 7 to Windows 8 revamp is a good example). I am not sure if this has changed.
Anyway, it would be great if this solution was possible in the teams environment (not necessarily involving Control Panel/Sounds in Windows), and was accessible to users in Teams Settings, with out need for 365admins (Round-robin, orstatus changing to DND while in calls, not needed).
I hope this helps MS figure this out.
We liked this, especially if we were waiting for someone to call back, etc, or if an especially important person/number was calling. We could still monitor new calls coming in, even if we were in a call. AND We did not have to suffer the 2nd call ringing on our station.
I do not know why this SIMPLE option is not in TEAMS. My understanding is that Microsoft development project TEAM members are not supposed to be any of/from a previous similar product, so there is fresh thinking, however this approach basically lobotomizes the new product development team from all the good aspects developed in the former product. (Window 7 to Windows 8 revamp is a good example). I am not sure if this has changed.
Anyway, it would be great if this solution was possible in the teams environment (not necessarily involving Control Panel/Sounds in Windows), and was accessible to users in Teams Settings, with out need for 365admins (Round-robin, orstatus changing to DND while in calls, not needed).
I hope this helps MS figure this out.
