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Thomsch's avatar
Thomsch
Iron Contributor
Sep 23, 2022

Adapt Teams Call queue for VIP users

We are using an auto attendant and a call queue with a voice enabled channel for the IT Service Desk.

Is there a feature to favor specific users if they are calling in for instance. Or any possibility to adapt the call queue and prefer VIP users?

Thanks

call queue
vip users
  • RealTime_M365's avatar
    RealTime_M365
    MVP
    Sep 25, 2022
    Hi Thomas,

    Currently Skill Based Routing is not available in Microsoft Teams Voice Enabled Channel. But you can always look at below two options:-

    1. D365 Voice Enabled Channel for Skill Based Routing or Agent Based Routing
    2. Look for Third Party Contact Center Solution

    With Regards,
    Satish U

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