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 depar...
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.
