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Microsoft Teams Round Robin
So we are looking to install Microsoft Teams and setting our incoming phone calls on round robin, basically equally dividing the incoming calls. Is this calculated on a daily/weekly/monthly basis? In other words, if a colleague only works part-time - will this mean that he/she will get on average more calls on the days that he/she works?
And does it mean that if during the day I have a lot of meetings and I am not available, that I will get more calls during the end of the day?
Or is it just being divided regardless if someone is available/present or not?
best regards
- Hi NSteune
No worries, get what you mean. No, this would be on the availability of the users at the time. So for example, on Tuesday in your scenario all calls go to agent 1 because agent 1 is available. On Wednesday, calls are balanced between agent 1 and 2. On Thursday if agents 1 2 and 3 were in they would be balanced between 1 2 and 3. Lets say that agent 2 went for lunch at 12-1 on Thursday, they would be balanced between agents 1 and 3 until 2 returned from lunch
Hope that makes sense
Best, Chris
11 Replies
- Hi NSteune
See here
https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue
With round robin, routing of incoming calls is balanced so that each call agent gets the same number of calls from the queue
Call agents who are Offline, have set their presence to Do not Disturb, or have opted out of the call queue will not receive calls.
Hope that answers your question
Best, Chris- Hi Chris, thanks for your reply. I understand what you are saying. But let's say I have a call group of 2 persons, and the phone rings it will go to agent 1. That conversation is ended. A new call comes in, it will go to agent 2, and then agent 1 etc? Now let's say agent 2 doesn't work on Tuesdays. Will this mean that on Wednesday Teams will direct most calls to agent 2 for balancing out all the calls on Tuesday? Or is this calculated on the day? Best, Nick
- Hi NSteune
No worries, get what you mean. No, this would be on the availability of the users at the time. So for example, on Tuesday in your scenario all calls go to agent 1 because agent 1 is available. On Wednesday, calls are balanced between agent 1 and 2. On Thursday if agents 1 2 and 3 were in they would be balanced between 1 2 and 3. Lets say that agent 2 went for lunch at 12-1 on Thursday, they would be balanced between agents 1 and 3 until 2 returned from lunch
Hope that makes sense
Best, Chris
