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Answer Auto Attendant and Call Queue calls directly from Teams

updated 10/5/18 - Call Queues is now also generally available.

 

Microsoft Phone System Auto Attendant  and Call Queues is now generally available for Teams users. This enables users to receive and answer calls from Skype for Business Online Auto Attendant and Call Queues directly in their Teams client.  

 

Users will be able to differentiate incoming calls from an Auto Attendant or Call Queue before they answer the call. Along with the name and/or number of the caller, each call will also include information of who the caller was trying to reach, giving users better context of how to address the caller.

 

Auto Attendant Call Toast.pngAuto Attendant Call Toast

 

Call Queue Call Toast.pngCall Queue Call Toast

 

Once an Auto Attendant or Call Queue calls is answered, the user can process the call like any other call – they can add conference in another user or transfer the call to party.

 

Getting Started.  To receiving Auto Attendant and Call Queue calls on Teams, you will need to configure your interoperability policy and upgrade policy. Please review Migration and interoperability with Skype for Business. If you do not have Auto Attendant and/or Call Queue configured, and would like to do so, please review Set up a Phone System auto attendant and  Create a Phone System call queue.

 

FAQ:

Can I answer Auto Attendant and Call Queue calls on Teams mobile app?

Yes, with the latest version of Teams iOS and Android apps, users will be able to receive and answer Auto Attendant and Call Queue calls.

 

Does Call Forwarding work with Auto Attendant calls?

Yes, Auto Attendant calls will be forwarded based on user’s configuration.

 

Does Call Forwarding work with Call Queue calls?

No, Call Queue calls will not be forwarded based on user’s configuration. This is to ensure that callers remain in the queue until an agent can answer the call (so the caller does not accidentally get forwarded unexpectedly).

 

12 Comments
Contributor

Whilst it's great to see this feature now available in Teams, call setup times are not great. In our tenant, once the call hits the call queue, there's on average 4-5 seconds delay before any call queue members see the screen pop. Once they click on the screen pop, call setup takes again on average 4-5 seconds before media is established.

 

For on-premises deployments, we've been used to training end users for a second or two delay with Response Group calls while media path is established. Any longer than this is an issue.

 

Has this been identified by the product group? Can we expect improvements here?

Occasional Contributor

Good news, but why can I still not call another Call Queue or Auto Attendant with Teams?

@Damien Margaritis Agreed; the media establishment delays are absurd. 

 

We're paying for extra licenses just to set up simultaneous ring as a hackish workaround (see: http://windowspbx.blogspot.com/2012/05/microsoft-lync-simple-ring-group-for.html )

 

Senior Member

Will dialin to AutoAttendant and CallQueues be available via Direct Routing ?

Occasional Contributor

With CCE it was possible to manipulate caller ID via an SBC and route on to SfBO to hit a service number, but it doesn't seem to work with Direct Routing. It's important to understand if this feature is on the to do list as it's pretty key to many countries who won't be getting calling plans, could we have some feedback on this please?

Frequent Visitor

@Damien I'm sure the 4-5s delay impacts SLA's. How's the reporting functionality within TEAMS? I come from a Cisco UCCE and AWS:Connect background and looking into TEAMS at the moment to see if can truly replace the other enterprise contact center platforms.

New Contributor

The call queue answer delay is the number one complaint I get from clients on SfBO voice deployments. My testing on Teams is more like 6 to 7 seconds (I typically see 3 to 4 on SfBO). This is a huge problem.

Visitor

The call queue delay is definitely the biggest complaint, apart from not being able to set voicemail greetings from hard phones.

New Contributor

I have a strange issue. We've had an Auto-Attendant in Skype for Business for ages now, that has an option to ring a user (support@...) where in the Skype for Business client settings I configured to ring a Group of 5 users. This has been fine. 

 

I switched one of those users to Teams-Only, and they received calls from the Auto-Attendant routed to the call group in the Teams app. So I moved all 5 users to Teams-only so that we could all use the Teams app to answer the calls. After that, calls to the support number rang for half a second and went to the voicemail of one of two employees in the group of five.  I even logged in as the Support user that "owns" the call group setting and re-set it in the Teams app, to no avail. 

 

In order to fix this, I had to move all the users back to Islands. However the 1 user can remain on Teams-only. What gives?

Visitor

We've recently set up Direct Routing for Teams.  Is there a way to configure a Direct Routing DID # to the Teams auto attendant or to each call queues?  Thanks! 

Contributor

Any update on call setup times? I have customers who are ready to use Teams as their voice platform, unable to proceed until calls setup times decrease to something manageable. Any calls to call queues that are answered within teams take approximately 5-7 seconds to connect.

Microsoft

Hi Damien - I have sent you a private message for the support ticket # on this issue the customer is seeing.