Forum Discussion
Second call from call queue whilst already on a call - Interrupting users
Hoping someone can shed some light on this please. We have had a complaint from a customer that currently uses "attendant" style routing in a call queue. Their issue is, with being quite a busy department, they get quite a few calls through, and when they are already dealing with a call, the system will prompt them for a second call including a visable incoming call pop up and also the audio alert in their ear for the second call. This disrupts their existing call with a client as you can constantly hear the alert and even rejecting the call it will just present back up.
From reading on forums I can see that people have been posting about this since 2019 and it seems there is still no way to stop this second call alert whether that be the pop up or the audio alert. I have also raised this with Microsoft and they said "thats just how it is" and its "a bit of a mess and still under preview" which I find bizzare.
I thought i'd ask on here incase someone can suggest something to try and help this issue before I go back to the customer and just say, thats how it is.
I have tried various routing methods and enabling "busy on busy" in the calling policy to try and help this but the second call will still present.
Martin-17 Do you have Presence Based Routing enabled ? Create a call queue in Microsoft Teams - Microsoft Teams | Microsoft Learn
This should ensure that a user that has a status of "in a call" isn't an option in whichever routing method you use to allocate calls.
- Thanks for getting back to me. I'm sure I've tried this, but will test again with the customer and see how it works for them. Ideally we want to have presence based routing off as they dont want to give the chance for agents to potentially forget about managing their status correctly to receive calls. After a way to leave PBR off and not have the second call alert agents if possible.
Martin-17 There isn't a different mechanism to determine who is in a call, if PBR is disabled you will get exactly the behaviour you are experiencing.
Users don't need to actively manage presence, but you are right that if they manually set it then they may be opting out of receiving calls.
- Double check the call routing options. We used Round Robin initially, but found that Longest Idle was best for distributing calls only to available agents. This was working very well until recently. In the past week Longest Idle is no longer ringing to many available agents, and Round Robin is ringing everyone regardless of presence.
