Forum Discussion
Consult then transfer to call queue is not working
I have just been on with a support rep, and I think they found an answer....
you have to assign a DDI to the call queue, then you should be able to transfer a call to it.
there is allegedly documentation around this which I am waiting for, and also a site where I can request a feature from Microsoft - one can hope 🙂
this does seem odd where a purely sip based PBX in the cloud requires DDI to be assigned.
Hope this helps
I have had to do some creative work where I assigned the DDI but diverted the DDI on the sip trunk to the main number - I don't want to be woken in the night with a caller asking about their hospital appointment just because the put the wrong DDI on their paperwork....
Reading the last reply here, I may certainly hope that they will fix it or leave it as it is, and not begin with
"hiding call queues from the search for consultative transfer while the scenario is not supported"
That is a bad idea as well. Why?
Because at this point you can still consult the call queue, someone in the queue picks up (person X), they say it's ok to transfer to them, then you have to leave call with person X , resume call with client , 3 dots more actions - transfer - type person X --> Go...
It's annoying, but it does the job.
If they disable consulting the call queue, you have to consult one person at a time and constantly know who is in the queue, which is even worse.
Merge call is perhaps a workaround if available, but it's equally annoying.
Anybody got some update about this case?
If i see how long ago i created this topic i don't have hope the are going to fix this!
- Under Teams Admin Centre, Org Wide Setting then Teams Settings there is an option:
Scope directory search using an Exchange address book policy - this was set to 'on' which messes with the search function. but this is not the issue now, something new. I have just filled in the detail for MS to ascertain the issue. - I have given up.
I said we will use the call merge feature, but this has still not been released. According to M365 message center, this feature will be released until end of may.
