Forum Discussion
Microsoft Teams Call Delegation
1. The delegate needs to be available, otherwise the call will step past this to Voicemail. This isn't really like call queues, it's call forwarding and relies on the Delegator choosing to either forward their calls to Delegates or for calls to also ring their Delegates. The Delegates is really just a group to the calls section in Settings.
2. Yes, if they are available
3. Delegator is in control, if it's set to also ring their delegate then their setting defines how long that is attempted before the next option (typically voicemail).
4. Not really, it' unclear to me what setting your delegators have set to forward calls to delegates. Sometimes SBCs can have issues when calls are set to forward if they haven't been fully configured as documented for Teams.
We currently have a case open with Microsoft and will be conducting tests next week. However in the meantime I wanted to get the communities input on this. Obviously this must be something that not a lot of people have experience with as no one has bothered to reply. I will keep it here in the hopes that someone has some insight.
Were you able to resolve this with your MS case? I also have multiple delegates to a main line number whom only receive the calls on their Teams client. The calls never go to their physical phones. I've had the setting defined both as Forward calls to delegates an as Ring me and also ring delegates. Some calls come through to phone and some don't.