Forum Discussion
Call queue groups - stop calls coming through when on another call
Hi All,
I wonder if anyone can help with my scenario - it seems microsoft cant! I've just migrated a client from S4B with a hosted provider over to Teams in O365. I've setup a call queue, which rings a group of users (reception staff) simultaneously. When a call comes in, one of the team will answer, while they are busy, the calls that hit the queue continue to come through to them and the screen pop + the incoming call notification are extremely distracting, even pressing reject on the screen pop it just comes back after a second or so.
The only suggestion microsoft have been able to offer is for the reception staff to manually change to DND when they accept a call, and then change back to available when the call is complete.
Surely i cant be the only person that thinks this is a fundamental need for a PBX system?
Chaserz31 Presence based routing will not offer the call to the agent who is opt in to the queue and is busy with another call, away, dnd, focusing state or busy by setting this as status.
Your statement is bit confusing for people who does not have full picture.
"Presence-based routing uses the availability status of call agents to determine whether an agent should be included in the call routing list for the selected routing method. Call agents whose availability status is set to Available are included in the call routing list and can receive calls. Agents whose availability status is set to any other status are excluded from the call routing list and won't receive calls until their availability status changes back to Available."
Really lot has changed in comparison to 2019 feature set.
I personally have tested presence based routing and can confirm that this is working as desired so not sure if you have different experience or your statement is based on assumption.I can only confirm that Microsoft documentation is false in statement that presence based routing can be enabled on all routing methods because on Longest Idle methods this feature is not possible now to be even enabled. On the Attendant Routing it is possible.
Mark_PNTS that's what attendant routing does, switch to serial or round robin.
- This is absolutely false information. There is no way at this time to stop calls on calls from happening. Changing the routing type does nothing in regards to this. This is the problem with these forums when people post false information and don't help. All this does is send people down the wrong direction and wastes time. If you don't know then that's fine but DON'T post false information!
- Thanks.. waiting to get the free virtual licenses applied to my account so I can setup AA properly. But ideally I'd like all non busy extensions in the group to ring simultaneously
- Upon further investigation you can stop calls on calls if you enable busy on busy then disable conference mode in the call queue.
- Experiencing this issue right now using Landis teams Console. Its frustrating for the receptionists while on a call the phone is not stop ringing. Even with Presence Based Routing on.
- With our Call group in SkypeForBusiness, (we just got moved to Teams and a Call Queue), in the past we could go to Windows control panel, Sounds, Sounds tab, and select something like "second incoming call" in the Skype for Business group, and pick "None"/no sound. This was great, because it did not affect first/new calls ringing normally. Any second incoming call to the group would display on screen, but emit no sound if you were already in a call. It would ring for others in group who were not in a call (as normal).
We liked this, especially if we were waiting for someone to call back, etc, or if an especially important person/number was calling. We could still monitor new calls coming in, even if we were in a call. AND We did not have to suffer the 2nd call ringing on our station.
I do not know why this SIMPLE option is not in TEAMS. My understanding is that Microsoft development project TEAM members are not supposed to be any of/from a previous similar product, so there is fresh thinking, however this approach basically lobotomizes the new product development team from all the good aspects developed in the former product. (Window 7 to Windows 8 revamp is a good example). I am not sure if this has changed.
Anyway, it would be great if this solution was possible in the teams environment (not necessarily involving Control Panel/Sounds in Windows), and was accessible to users in Teams Settings, with out need for 365admins (Round-robin, orstatus changing to DND while in calls, not needed).
I hope this helps MS figure this out.
