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Larry_Leonhardt's avatar
Larry_Leonhardt
Copper Contributor
Aug 16, 2023
Solved

Questions on Call Queues

I am very new to Teams 365, but have learned a bit now about setting up call queues.  I have researched these questions but cannot find answers to them.  Our support desk wants to know how to do these while customers are in the call queue:

 

  1. intermittent announcements that you are still on hold (the only solution I found is to record a custom on-hold .wav file that includes a message in between the music clips).
  2. what your place in the queue is,
  3. any way to leave the call queue to go back and leave a message,
  4. a way to configure direct callback.

Any help would certainly be appreciated.  Thank you.

microsoft teams
  • RealTime_M365's avatar
    RealTime_M365
    Aug 17, 2023
    Hello Larry,

    Yes for the First Option you are correct that is only way possible. For question 2 to 4 Microsoft is working with a feature updates for Call queue wherein all the features will be added. There is no specific timelines for the same. The features should be announced soon.

    With Regards,
    Satish U

4 Replies

  • PeytonMcM's avatar
    PeytonMcM
    Brass Contributor
    Aug 18, 2023
    Hi Larry,
    It's not exactly call queues, but we have a lot of customers who have also deployed inbound IM chat queues integrated with the MS Teams UI (left side navigator icon to service desk).
    This provides a chat UI for the inbound requests - and agents can handle one, or more, requests at the same time.
    We've recently created a SaaS version of the application, Instant Chime V5, that enables quick deployments and it is available in the MS Teams store.
    The chat workflow can be totally customized - and can integrate with ticketing systems (ServiceNow, JIRA, Cherwell, SolarWinds). Just wanted to share another option
    If you want to take a look - some info is here: https://www.chimev5.com/
    Peyton
  • RealTime_M365's avatar
    RealTime_M365
    MVP
    Aug 17, 2023
    Hello Larry,

    Yes for the First Option you are correct that is only way possible. For question 2 to 4 Microsoft is working with a feature updates for Call queue wherein all the features will be added. There is no specific timelines for the same. The features should be announced soon.

    With Regards,
    Satish U
    • BelalH695's avatar
      BelalH695
      Copper Contributor
      Nov 09, 2023

      RealTime_M365 

       

      Hello Satish!

       

      Do you have any documentation from Microsoft indicating that they are working on callbacks, and the option to leave voicemails at any time.

       

      Would love to be able to show this to management.

       

      Thanks!

      Belal

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