Forum Discussion
Forward calls from Call Queues to external number defined in Microsoft Teams
What is required, that calls from a call queue will be forwarded to external phone number defined by the user in his/her Microsoft Teams App.
We have call queues to reach our support teams. Microsoft Teams rings on assigned group members if the external number is called. However, calls are not forwarded to a mobile or a landline phone number configured by the user in the Microsoft Teams App.
The call forwarding to a mobile or a landline phone number works, when the user is called on her/his personal assigned phone number in the Microsoft Teams Admin Centre.
- i have the same problem here. call forwarding is just ignored when the call is from a CQ.
CQ has a licence, a number and a policy. still looking to resolve this, but if it is like my other cases, i'm not hopefulI raised this with their support and here is part of the response I received:
From your description, we do understand that you are trying to set up call forwarding for your Call Queue (CQ) agents but the calls from the CQ are not being forwarded. I just wanted to kindly inform you that this feature is currently not available as it is limited by the design of the product. The issue has already been summited to the Microsoft feedback portal and you may cast your vote so that product engineering may consider implementing this feature in the future. To cast your vote, kindly refer to this link https://feedbackportal.microsoft.com/feedback/idea/5f1c69f4-853e-ec11-a81a-6045bd78d291What I have done though is shorten the 'call timeout handling' on the call queue, and add an external number as a backup in case the teams clients are not called as this does not always work.
justanotherday In your call queue you can forward it to a external number is no one answers the call queue. Now this also assumes if no one answers you only want it to be forwarded to one persons external number.
- I’m having trouble to setup, what I believe belongs to this topic.
What am i missing?
Here is my test-scenario:
Call-Flow:
Incoming Call -> AutoAttendant(with main number assigned) -> CallQueue(without a number) with 1 User(with number) assigned to CallQueue:
1. If the User is logged in, and available:
->Pickup Call
2. If the User is logged in, but Forwarding is set on his Client (Windows-App or Android-Phone) (to other TeamsAccount in same Company with Assigned Number or External Number):
-> Forward to who ever is set in the Users Forwarding.
The 1. Part works fine, the 2. Part not. User still gets called.
I have assigned the pstn direct routing policy to the callqueue resource account. But it still wont redirect the call to the set user.
What am I missing?- I do the same think with call queue going to a user. The only difference is I have a phone number associated to the call queue resource account.
Jeff_Hicok
I assigned a number to the ResourceAccount of the CallQueue and waited for about 4h, unfortunately this did not work for me...
Hi all
We are struggling with this issue but only since last friday (11.02.2022). Before it was working fine for us.
Any news?
Best regards
Benjamin
- Is there any updates on this from Microsoft, Have checked and voted https://feedbackportal.microsoft.com/feedback/idea/5f1c69f4-853e-ec11-a81a-6045bd78d291, Currently we have after hours support teams in need to be able to divert queues to mobiles and do not have the option 😞
- Does any one know if the call Queue forwarding issue has been fixed or is this still an issue. I need to do this and i can forward a call queue to an internal or external phone number
- Jeff_Hicok, Unfortunately we did not have any luck with MS but we have given them a business case. The only option we had was to look at Anywhere365 a non MS product.
- ThereseSolimeno
Microsoft
Hi JuergMeier4131 I'm not sure if this is what you're looking for but there is an open item in Uservoice that is being planned. You might want to vote on it: Call Queues should follow call forward settings – Welcome to UserVoice!
ThereseSolimeno. Thank you for the hint. It is was I am asking. Let's see what "planned" means. The post will have its first anniversary this month.
- ThereseSolimeno
Hi JuergMeier4131 I've asked the UV team to give us an update on this. I'll post it here when I get it.
