Forum Discussion
chat with calling queue?
Hi all,
We have call groups (queue's) for departments. Now there are people who chat in such a call group where none of the agents receive a message about it (only in a shared mailbox). Is there any way I can set this up or turn it off?
- The problem is that the Icon for chat is available, since the chat is not arriving with agents directly.
So the icon is there but chat is not a feature available in Teams Call Queues yet.
4 Replies
- So you have a Call Queue setup and users are able to chat with that group but the agents will not receive the chat message? It is not possible to use Call Queues for chat, it is for calling only. Users should not be able to initiate a chat with a Call Queue, unfortunately when waiting in the queue the chat icon is visible for Teams users but the chat is not sent to anyone.
call queue:
Resource account type is call queue.
When someone chats, it arrives in a shared mailbox with the text: ... is trying to reach you in teams.
So they get a notification but they can't find any chat when they open teams.
- The problem is that the Icon for chat is available, since the chat is not arriving with agents directly.
So the icon is there but chat is not a feature available in Teams Call Queues yet.
Have you considered Collaborative Calling?
Teams Real Simple with Pictures: Let’s Do Collaborative Calling – @Microsoft365Pro
Everyone who is part of a call queue is part of a channel, hence a Microsoft 365 group, so you can align this in the Teams Admin Centre. Is this what you require? The guide above will show you how to build them step by step
Hope that answers your question
Best, Chris
