Forum Discussion
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 thes...
- 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
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
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