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DanNewton's avatar
DanNewton
Copper Contributor
Feb 18, 2021

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 bec...
microsoft teams
Andy_J_R's avatar
Andy_J_R
Copper Contributor
Mar 30, 2021

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

 
 
 
 
  • DanNewton's avatar
    DanNewton
    Copper Contributor
    Mar 30, 2021

    Andy_J_R 

     

    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.

    • Andy_J_R's avatar
      Andy_J_R
      Copper Contributor
      Mar 30, 2021
      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...
      • DanNewton's avatar
        DanNewton
        Copper Contributor
        May 11, 2021

        Andy_J_R Hi Andy, its only been a short space of time but I was wondering if you managed to find a solution or workaround?

         

        We are picking up the conversation around this again but the multiple calls ringing at the same time scenario is coming up as a hurdle as there's a solid requirement to have agents in multiple busy call queues - I am curious how others are dealing with this.

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