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Call Queues and Auto Attendant training January 2018 update

Thomas Binder's avatar
Thomas Binder
Bronze Contributor
Jan 17, 2018

The Call Queues and Auto Attendant training has been updated to reflect the latest changes in the service: as announced yesterday Agent Opt In/Out feature has been rolled out to all customers for Call Queues.

 

If you are already familiar with Call Queues and Auto Attendant and have already consumed previous versions of the training, we recommend reading the blog article mentioned above.

 

However, if you are new to Call Queues and Auto Attendant or need a refresher, we recommend to watch the training recorded by Senior Program Manager @Korneel Bullens: Skype Academy: Call Queues and Auto Attendant

 

Resources:

 

Updated Feb 14, 2018
Version 2.0
Skype Academy
Skype for Business
Voice

7 Comments

  • Deleted's avatar
    Deleted
    Oct 01, 2018

    Hi, when will the enhanced Serial Routing options be updated?  I'm specifically looking for the call distribution as ordered by Admin option.

     

  • Rick Hinton's avatar
    Rick Hinton
    Copper Contributor
    Jul 05, 2018

    On slide 21, the updated information shows that the toast will show call queue names and caller ID, and that it uses the address book resolution to display the name.  This is correct, but only when using the Windows client.  In our testing it does not work for Mac clients, the IOS Skype for Business client, nor does it work for the Polycom VVX 4xx devices that we use, as  they do not display this information.  Per Microsoft Tech Support, the Microsoft teams that maintain the Mac and the IOS clients have not added this functionality yet, and they also stated that Polycom needs to update their application in order to display this resolved address information.  Just an FYI for other users that may experience the same frustrating behavior as we have.

  • Greg Whitworth's avatar
    Greg Whitworth
    Copper Contributor
    Feb 13, 2018

    Not sure if it is because we have a full deployment of Skype for Business Server, but I have been testing redirecting an unassigned number range (singe DID) to the SIP URI of the Call Queue and it appears to be working as expected.  So far anyway.

  • Thomas Binder's avatar
    Thomas Binder
    Bronze Contributor
    Jan 23, 2018

    Dave Hickman, unfortunately there are some issues when rerouting existing phone numbers from CCE or Skype for Business Server. Some customers had success with manipulation on an SBC, but I'm not aware of a solution that works across the board. I would advice to file an idea on https://www.skypefeedback.com/

  • Dave Hickman's avatar
    Dave Hickman
    Copper Contributor
    Jan 23, 2018

    Hi, the presentation doesn't touch upon the CCE scenario for how to configure inbound SIP routing.  Are there special steps for this circumstance?  It appears that call redirection from an auto attendant to a call queue fails when the call is inbound from CCE using SIP routing.

     

    Any thoughts or assistance would be appreciated.

     

    D.