Forum Discussion
Users in multiple call queues - simultaneous ringing, not very practical?
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.
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...
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.
DanNewton Hi Dan
I spent weeks escalating this through Microsoft Support but ultimately reached the answer that it's normal behaviour for Teams NOT to send a 486 code (Busy Here) response when the user's status is set to Busy under a Direct Routing configuration.
I had read some forums that suggested it was simply a translation issue (a "busy" code was being sent back to the SBC, but the SBC was expecting it in a different format so a it needed to be translated for the SBC to handle it properly), however going from the testing scenarios that I ran and the logs, this doesn't seem to be the case. This was confirmed by the telecoms company on the SBC side also.
In terms of a workaround... I am now unrolling Ms Teams Voice and moving over to another platform (either 3CX or Horizon) which comes in at a roughly similar per-user cost with far better features and resiliance.
Probably not the answer you were hoping for!
Andy
Andy_J_R Thanks definitely not the answer I hoped for! - oddly we are using MS calling plans for our testing (without direct routing) and still experience this issue. Microsoft told us it was because each call queue acts independently from the other which I imagine means when a user attached to multiple queues goes "available" each call queue is seeing a green light to send a call through hence the multiple ringing scenario.
Back to the drawing board!