Forum Discussion
Teams call queue serial routing
if i have a call queue
where there is an agent in the list, and below that a group of users, set as serial routing
will the call hit the first person and when not answered ring dist group members simutatenously
so, we want the receptionist to the be the first port of call, then when not answered, go to a group of ppl
then eventually we will land it in a voice mailbox
Hi O365Noob,
in the context of Microsoft Teams, if you configure a call queue with serial routing, calls will be directed to agents sequentially, based on the order you’ve set in the Call agents list.
If the first agent, in this case the receptionist, doesn’t answer, the call will then be forwarded to the next agent or group in the list.This process continues until the call is picked up, the caller disconnects, or the call times out. If all agents fail to answer, you can arrange for the call to be redirected to a voice mailbox. This mailbox can be linked to a specific Microsoft 365 group, distribution list, or mail-enabled security group of your choice.
Think of it like a line at the store. Customers (calls) are served one by one based on the order of the queue. If someone leaves the line (doesn't answer), the next person is served.
Create a Call queue in Microsoft Teams - Microsoft Teams | Microsoft Learn
Routing calls with Auto attendants and Call queues for Microsoft Teams - Microsoft Teams | Microsoft Learnright i get that,
what is the behaviour in this scenario for serial routing
1 person under users
and under the DG/Group section, i have a group with 3 members
Hi O365Noob,
thanks for the update.The behavior for the scenario you explained would be as follows:
- The call will first go to the individual user listed under “users”. If this person does not answer, the call will then be forwarded to the group listed under the “DG/Group” section.
- Within the group, the call will be directed to the members sequentially, not simultaneously, based on the order they are listed in the group (in the rule - alphabetically). This means the call will first go to the first member of the group, if they do not answer, it will go to the second member, and so on.
- If none of the members of the group answer the call, you can set it up so that the call is then redirected to a voice mailbox.
