Forum Discussion
Call Queues and Auto attendants
1. Yes, actually 30 seconds before connected to VM. 10 seconds on the reception phone first and then about 20 seconds calling the group.
2. Re-assign the number to a Call Queue and set another number for the reception account.
Thanks, not sure if you got my PM or not...but could you paste some screenshots of what the settings should look like in auto attendant and call queues? Again, between 7pm and 7am calls to the main# should go straight to VM.
Auto Attendant with Opening hours sends calls to Call Queue 1. After hours send calls to reception account (option to send direct to voicemail is coming).
In Call Queue 1 add reception account as an agent
and time out to Call queue 2
In Call Queue 2 add all other users and time out to reception account (should go to voicemail)
There are multiple thirdparty tools for call center applications using the Calling API that can help you if you need something more advanced. You might not get exactly what you want with the native tools in Teams, sometimes you have to adopt to what is possible in the product.
Last questions...for today:
1) One thing I am confused about in Auto Attendant, is how does it know which the main# is? Or will that be determined by me adding the reception account in Call Group 1?
2) I setup the call groups first and then the auto attendant correct? (First CallGroup 2, then 1...then Auto Attendant)?
3) On the first page of the autoattendant setup, I leave the Operator field blank correct? This way the external caller doesn't get any prompts or anything?
4) Is the reception account and/or phone# supposed to be a resource account? Do I need resource accounts in this scenario?
5) In call group 2, can't I just add a group instead of 'other users' and have it set to attendant routing so it rings them all at once? What info will they see when the call comes in / forwards from reception? Right now they see 'forwarded by reception' at least.
6) I know the call groups 1 and 2 need resource accounts but does auto attendants need one as well?
UPDATE:
Question.....if I have AutoAttendant handle the vacation schedule and business hours and redirect call to CallGroup1, why do I need a callgroup2? If the receptionist is in callgroup1, can't the teams client handle the rest of it (also ring callgroup, which is defined in the Teams desktop client)? And then it does eventually go to voicemail?
Will this not be sufficient? And this way the vacation schedule and work hours and still set for this #?
Thanks so much.
UPDATE:
I set it up as per the below with screenshots and it isn't working as expected. I set my # (pretending to be receptionist) as the main# in CQ1....but when someone calls my # it doesn't flow to CQ2 (where it rings other users), and it doesn't send the call to someone else's VM as defined
CQ1
CQ 2
Auto Attendants