05-28-2019 02:49 PM
05-28-2019 02:49 PM
If all of our agents are currently on call, we don't want users to stay on hold for 10 min and suddenly being disconnected. We must have the ability to enable "voicemail boxes" for queues!!
Anyone else have this problem?
We don't have a onprem pbx, 100% in the cloud.
06-06-2019 01:02 PM
@Ben Girard As revealed in the Auto Attendant and Call Queues Service Update posted on May 13, this feature is coming. In the meantime, you can create and license a user account for the sole purpose of hosting the voice mailbox and have the call queue configured to forward the call to this user after your desired timeout duration.
06-06-2019 01:28 PM
Hi Ryan, Thanks for the tip. BTW, I used to live in near Victoria (Royal Roads Military College) :)
I wasn't aware this feature was coming, thanks for the tip. Sadly, we must keep buying licenses, phone system, calling plan, etc.... until MS release the "free" account types.
With your suggested approach, how does an entire team of people (queue members) can pick up messages from such account's voicemail in Teams? Login to O365 under that account, that would get messy.... Thoughts?
06-06-2019 03:22 PM
Hi Ben, nice to hear from a former Victorian!
For setting up the resource accounts for PSTN-enabled Auto Attendants and Call Queues, I've been experimenting with adding the licenses, assigning the phone number, then removing the licenses. After two days my test AA is still working even with the licenses removed. I can't say for sure it won't break at some point, but something to try if you don't want to buy more licenses and don't mind living on the edge.
As for the shared voicemail, you may be aware that voicemail messages land in the mailbox associated with the user. We just assign the licenses and forward the calls to the user account that is associated with the shared mailbox for the department. Another approach would be to configure forwarding on the mailbox to forward the voicemail messages to a specific recipient or distribution list.
@Ryan Steele Forwarding voicemails from the shared voicemail user doesn't seem to work automatically via rules (Client or Service side). Do you have a way that works you could share?