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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...
- 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
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
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
- Thanks!
Great discussion guys - and this is probably a very simple question - does the Call Queue only deliver one at a time and then hit voicemail for example, or will it try everyone on the Call Queue in sequence if it doesnt get an answer? NSteune
- Hi mark
It's First in First Out (FIFO). How it gets to agents depends on how you set up the routing. You can do this by attendent routing, where it rings all agents (except those engaged), serial, where it will go through the agents one by one, and round robin which load balances between agents. You would set a maximum call queue size then determine the overflow - if it exceeds the queue you can disconnect, divert to a shared voicemail or divert to another person in the organisation. You can also set a queue timeout meaning if the callers have been in the queue for x amount of time it disconnects or diverts
Hope that helps
Best, Chris
