More and more organisations are moving to Microsoft Teams telephony; currently that is where I spend the most of my time helping customers. To start with, you need the Teams Phone System license and ...
Published Nov 09, 2021
Version 1.0
Blog Post
Hey LinusCansby --
Can you help me understand if there is a way to allow call queue operators to receive additional queue calls while currently on a queue call? here is the scenario:
- Inbound calls are routed via voice app to call queue after playing a short greeting
- The call queue is set for 'attendant routing' and has three operators
- One of the operators is responsible for answering all of the calls
- Two operators are added in case the first operator is away from their desk or out of the office.
- if the first operator is handline a queue call and an additional call is received, only the other two operators receive the second call.
Is there a way to allow operators to handle multiple queue calls simultaneously?
Thank you.
note: Attendant routing is preferred because we don't want any caller to wait more than 15 seconds before a person answers the call, however if another queuing system offers this capability, it might be worth the trade-off for our company.