Forum Discussion
Ability to reject / silence ringing calls from call queues?
We recently switched from an on-premise phone system to MS Teams phone system.
We have several call queues set up using attendant routing that ring multiple people. The challenge we are facing is that when someone calls the call queue, Teams rings for everyone in the queue. The users have the option to reject the call, but when they do so, the call will stop ringing for approx 1 second and will then start ringing again.
This is problematic, because if someone is actively on a call, they have no way to stop teams from ringing, which is hugely distracting.
I know presence based routing is an option, but there are multiple problems with PBR. For one, it will only allow calls to ring when a user's status is available. If someone is idle/afk, their status will go to 'away' and Teams will not ring. We still want Teams calls to ring idle users because they may simply be doing something other than working on their computer.
Another issue is that if a user has a meeting on their calendar that finishes early (a frequent occurrence), the Teams status will still show busy for the remainder of the scheduled time and will not allow calls to ring, even though the scheduled meeting has ended and the user is not busy.
I know users can manually set their status to DND when on a call to prevent other calls from ringing, but the problem with this is users will either forget to turn DND on, or worse, they'll forget to turn DND off.
Every other phone system I've used has the option to silence a ringing call, but I cannot seem to find a way to do this in Teams.
Suggestions?