Forum Discussion
Handling incoming calls in Teams
Please help, we are fairly new to the Teams application and are trying to implement Teams calling within our organisation. As with any normal PABX system we have one or two reception staff on duty w...
I am interested to know why your receptionist would put a call on hold to answer another incoming call instead of just completing the first call and then answering the next one. If they answer a call from a Call Queue and immediately place that call on hold to speak to another caller, that defeats the purpose of the Queue, as the other receptionist cannot pick up this call.
Great question. In this scenario, the customer's primary focus is having a live person answer incoming calls. That being said, they have one person answering incoming calls...I do realize that is not ideal. But I can only advise so much. So she may answer the first call, have a second ringing in right away, say thank you for calling, can you please hold? Answer the second call, process that as needed, then go back to the first call, but if she (or caller) hangs up on the second call, before she takes the first call off hold, Teams hangs up both calls.