Forum Discussion
Users in multiple call queues - simultaneous ringing, not very practical?
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!DanNewton Did you ever come up with a solution for this issue? We just moved our queues and are experiencing this issue now as well.
Kristin_BelangerI'm afraid not, we ultimately invested in a Teams certified contact centre solution to handle call routing properly with users in multiple queues.
It's a real shame the native functionality can't handle this very basic scenario.
