Forum Discussion
Transfer call in call queue
Hi everyone,
The problem we are facing with the call queue is that we can’t transfer calls to the call queue, what can I do to make this work? Thanks
- Do you get calls to the Call Queue, so that is working?
When transferring calls to a Call Queue you should type the name of the Resource Account connected to the Call Queue, not the name of the CQ (should be the same).
Try calling the resource account from the Calls app in Teams, does that work?- To answer your the questions you asked. Yes, I have tried it with my colleague and it works perfectly. Our call queue works but only some colleague’s can get to it, not everyone.
I had this issue and contacted my phone provider about it. After much back and forth and communication with Microsoft it came down to the fact that the name is not memorized in the call list that comes up for some users. It's not a call queue setting or permissions. It's just the pull down list shows options for some users and not for others. I have not tested this yet but am told all you have to do is transfer to the call queue by typing in the phone number or resource account name. Once that is done it will remember the call queue name in the list for subsequent transfers.
