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. Micr...
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?
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...- give it up to 24 hours. I have seen some changes take minutes and other take a day plus before it replicates the changes. Also make sure you resoureaccount has the direct routing policy asinged to it.
- I have also applied the 'OnlineVoiceRoutingPolicy' to the resource account and call forwarding settings on the agents that are members of the call queue are ignored.
