Forum Discussion
Presence based routing & Busy on Busy on Call Queues
Hi, Has any one experience with using Presence Based Routing for call queues? We've setup round-robin call-queues, but the presence based routing doesn't switch on, so if users are busy etc... it...
Joni,
As per my understanding in case the user sets the status as busy the call will still ring. Until the user is in a call or in a conference call status or in a DND Status the call will not ring in the call queue. Any other status the call will surely hit the user in the call queue.
With Regards,
Satish U
As per my understanding in case the user sets the status as busy the call will still ring. Until the user is in a call or in a conference call status or in a DND Status the call will not ring in the call queue. Any other status the call will surely hit the user in the call queue.
With Regards,
Satish U
Thanks, yes, that's what we're seeing but even when the user is in a call then they will still get the new call ringing, so really it's ignoring all presence states of the user and forcing the client to ring.
Open a case with Microsoft Support to check with the Behavior. For the users who are already in call the call should be skipped atleast. Could be a Bug in the Microsoft Call Queue.
With Regards,
Satish U
- Will do, thanks.
sp-jmglade did anything ever come of opening that ticket? We're having the same issue after moving over to Teams.
