Forum Discussion
Call Queues Preserving CallerID
I am sure this is on the roadmap, but we're testing call queues and the callerID that an agent receives in a long GUID string rather than the original callerID.
Carlos FarricaMicrosoft
Hi,
This is already on RoadMap. Will be released for Preview first on September and then to GA in October.
Best regards.
So... it's September 25th, and still no update. Did you mean September 30th?
I can't keep telling my superiors that this is being fixed forever. They're getting ready to find another provider.
Radio silence it seems that will help!
Seriously this has got out of hand now, it was reported as a bug in preview months ago then it was a feature still being worked on.
As with previous posts this is a must have feature for any business serious about using this solution and as such we require proper feedback as to what is going on with this issue.
Mohamad Saleem any update from you?
Thank you for the feedback, any information is appreciated as we are starved over here - where is the Roadmap I can view - is it rolled in with the office 365 one ?
- Carlos FarricaHi Paul,
Is not available under https://products.office.com/en-us/business/office-365-roadmap yet.
Most probably next month since it will be available for Preview program first.
I've raised three tickets regading this issue, two being closed without resolution.
The agent now looking at it has discovered a known issues document dated back to december 2016. On which this issue is listed. - so at least we have confirmation they are aware about it.
He is reaching out to the skype for busineses contact he has and we are awaiting feedback.
I have raised communication issues I am having and as its a fairly new offering the support agents seem to get stuck at finding the right internal communication channels.
I suggest if you are able to all raise tickets via the office 365 portal so that the priority will be increased. I'll report back here if I hear of anything further.
Many thanks
Paul
- Ok - Just got the final word back from the SKYPE specialist.
"This isn't being treated as a bug, but rather a feature that hasn't been implemented yet.
This is why there are no ETA's available, other than they are working on it and aware it is high on the feature request list".
Grrrrrr.
Anyone found a work around - we may be in for a long haul ?That is a big change to what I was told back in April then by Mohamad Saleem as below!
I am migrating my company to Skype for Business Voice from our previous phone system provider and everything has been working pretty smooth until now. I was able to setup the AA and Call Queues we needed but quickly came across the GUID in the Caller ID issue. I looked through all settings and could not find the solution. I finally caved and contact O365 support. Unfortunately, they didn't have any answers for me. They couldn't even confirm if this issue was actually being looked into. They referred me to this thread which unfortunately didn't provide any answers either. At least I know we are not the only ones with this issue.
It is very discouraging that this issue has been going on since February and still not fixed. I really hope this issue is resolved soon.
We are also experiencing this issue, is there an ETA for the fix?
I've been through every option possible for this it seems. We've been wanting this to work as it should, but it is still just not ready yet.
As a workaround you can accomplish the same thing as queues using team groups. It is far from ideal but works for smaller teams.
- I have just raised a support ticket for this as it appears the features are now all Live now.
- https://techcommunity.microsoft.com/t5/Skype-for-Business-Blog/Now-Available-Auto-Attendant-and-Call-Queues-for-Skype-for/ba-p/58872
Is where I found the report that it is live.- Any update on this as the support ticket system is broken now as well so not having much joy with Office365 support.
- It doesn't appear to be fixed yet. We still see the Guid on incoming calls.
- Mohamad Saleem
This is not fixed yet. Work is going on to fix this.
Mohamad, any idea when this is likely to be resolved?
It is a bit concerning that it is taking this long to resolve something which should have been working before this went to live status.
Now we are more than two months since your last update and still no fix.
- Same for us we still have the long guid
Yep we also see a rather long guid.
Any indication when this might be fixed?
- Mohamad Saleem
Should be fixed by now, could you please open a support ticket through online portal ?
Thanks!
Mohamad, seriously - are still working on skype for business online especially on the call queues features, or should we just change to another active service like pstn calling from telekom?
You told us 8 months ago this feature is fixed.
We cannot work without any feature which allows us to let ring multiple phones for the service number and without seeing the caller id (even no caller id would be better than this stupid hashs / guids). Team calling, which is setup from the SFB client, is also no solution for this.
Please provide us at least some new infos about that. thank you.
A private message from Carlos Farrica:
"Right now the only information avalilable is that it was anticipate until the end of civil year but dont have any precision on time.
Now i am trying to have it on RoadMap."
We'll see what comes of it.
- this does still not work for me
This is an issue for the queue I have going.
The call ringing in
The call when answered:
- Mohamad Saleem
Thanks! yes, we are working on to fix this issue.
