Forum Discussion
Users in multiple call queues - simultaneous ringing, not very practical?
Hi All,
We have discovered in the scenario of adding users to multiple call queues that if those queues have calls waiting, the users will receive simultaneous calls from each queue once they become "available" (using presence based routing with round robin and/or longest idle).
From the users perspective this seems impractical - especially if they are attached to several busy call queues and therefore are being offered simultaneous calls repeatedly upon entering "available" status. The simultaneous calls also continue to ring briefly after the user has answered a call and therefore create some difficulty hearing the call they answered.
I haven't encountered another telephony solution that behaves in this way by default (or at least without an option to customise this) and can't imagine this would be desirable for most use cases. Typically a user would only ever be presented with a single call at any given time.
Is anyone aware of a solution or way to mitigate this? We have tried busy on busy etc but this only works after the call has been answered, not before. I also have a ticket open with Microsoft Support to discuss although they are indicating this is "expected behavior".
8 Replies
DanNewton Hi! Just wondering if you found a solution or workaround for this? I am having a similar issue. I'm trying to manage several call queues for the same agents
We manage calls for multiple companies so need to see the incoming call route in order to answer it correctly, and dedicated call queues seems to be the only way to do this via Direct Routing
Thanks
Andy
Andy,
Your scenario and reason for using CQ's sounds identical to ours, I'm afraid the below was the final update from Microsoft on this:
Thank you for the feedback. I've with our our Subject matter expert that the it is a normal behavior for the call queue, The options that you can see from the Teams Admin Center are the only once we can use and those settings are set in each call queue and behaves independently which there is a tendency that he process flow runs simultaneously.
Teams is not yet built with complex call routing features we can find in a PABX, and other VOIP telephony system.
This is disappointing because I don't feel like this is a particularly groundbreaking request or even "complex call routing" - most solutions out of the box won't offer an agent multiple calls at the same time.
I ended up raising a user voice request at https://microsoftteams.uservoice.com/forums/555103-public/suggestions/42728477-synchronised-routing-across-multiple-call-queues which I'm afraid dosen't have much traction.
- Hi Dan
Thanks for the update and Ms' response. I agree in that it doesn't seem to be a very novel idea or complex call routing requirement! Presenting one call at a time seems basic...
