Forum Discussion
Forward calls from Call Queues to external number defined in Microsoft Teams
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 hopeful
I 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.
