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CUrrently we use ACS to intake calls and then route them to a teams calling queue via external phone transfer. Ideally we would transfer them directly. will this now be possible? As a second part of that, it would be great if instead of the teams call queue functionality, ACS could hold callers and report on how many on hold and how long and then our call agents could click a link when available to take the next caller in line. Any advances along those lines?
- tchladek
Microsoft
Thank you for your interest in this capability. We cannot currently accept phone call via ACS call automation SDK and then transfer the call to Teams Call Queue via Voice-over-IP (VoIP). Please check back in couple weeks as we update our capabilities frequently. Additionally, you can receive events for every incoming call via for example Event Grid. With this information, developers can build all the capabilities that you have described. Is this sufficient for your use case or are you looking for existing solution that would provide this capability?- Thomas, I know you mentioned checking back in a couple of weeks, but is this on the roadmap for the near future?
dayshacarterThis is not currently on our publicly available roadmap at this time. But, as Tomas mentioned, we're adding new functionality frequently so please check back often. Next week we're adding a 'What's New' page to our documentation so that's one area you can stay up to date with the latest enhancements. We also post a monthly blog with the latest announced features. You can subscribe to our channel for notification of monthly updates. https://techcommunity.microsoft.com/t5/azure-communication-services/bg-p/AzureCommunicationServicesBlog. Hope that helps for now.
