Forum Discussion
Inserting automated message before calls auto-forward
I work for a UK business, however we now require a US number as well.
Ideally I'd just like to have the +1 (US) number auto-forward to the +44 (UK) number, however as the US number will relate to one of our sub-brands, I want to add a message advising that the call is being re-directed to the parent company.
It seems that if I set calls to auto-forward to another number in the "voicemail" settings, there isn't the option to insert a message before the forward happens.
I'm guessing I need to setup a call queue for the +1 number and then an auto divert post-message. Is there any resource that would guide me on how to do this?
1 Reply
Hi mchristley,
to set up a call queue in Microsoft Teams for the specified number, follow these steps:
In the Teams admin center, navigate to Voice > Call queues, and click on Add. Provide a name and associate a resource account.
Configure the greeting and hold music for callers in the queue.
Define call distribution options and handling for overflow and timeouts.
Assign agents who will answer the calls.
Establish call exception handling for scenarios like overflow and timeout.
Set up authorized users who can make changes to the call queue.
For inserting a message before call forwarding, this feature is not directly available in Teams.
Create a Call queue in Microsoft Teams - Microsoft Teams | Microsoft Learn
Manage your support call queue in Microsoft Teams - Microsoft Support
