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Call Queues with Teams client

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Erik Hjelm
New Contributor

Hi,

 

Been experementing with Call Queues, has anyone any issues where Call Queues not rings in the Teams client but in the SfB client only?

 

If i call directly on my number as a test it comes directly into Teams but when called to a que nothing appears in Teams.

 

But as soon as i open the SfB client the calls gets acknowledge from the que directly.

13 Replies
This was the experience previously before they said call queues are now supported for Teams. I have no tested it since switching to Teams only mode for my tenant, what is your user coexistence / tenant set to? It's very possible this isn't rolled out yet to everyone. I'll see if I can get it tested here and see if it's working correctly for me.
Hi,

We are currently running Island, I can’t switch to teams only since it’s a live tenant.

I’ve tested both Security Groups and 365 Groups just to rule out so there wasn’t any issues there with forwarding to agents.

What could be said is my user is running direct routing on the direct phone and the service number is directly in O365.
Solution
Ok, I just tested mine, and the queue comes right up in Teams no issues. I used to experience what you have before, but again this was before I switched to Teams only.

You can set just one user to Teams only if you want to give this a try vs. the whole tenant. I have how you can do so if you don't have the option on the user on the admin center to change it you can switch it via powershell.

https://webbtech365.blogspot.com/2018/08/cannot-set-users-or-tenant-to-teams.html

Thanks, that did the trick! :)

Call Queues on Teams is now in GA ???  Is that correct ?? Also is this working with direct routing ? as there were some reports of service numbers not working on DR. 


@Deleted wrote:
Ok, I just tested mine, and the queue comes right up in Teams no issues. I used to experience what you have before, but again this was before I switched to Teams only.

You can set just one user to Teams only if you want to give this a try vs. the whole tenant. I have how you can do so if you don't have the option on the user on the admin center to change it you can switch it via powershell.

https://webbtech365.blogspot.com/2018/08/cannot-set-users-or-tenant-to-teams.html

 

Highlighted
Yes, it's released, don't know the deployment rollout percent or if it's 100%. As for direct Routing do not know, I do not have a DR setup to find out sorry.

Thanks, that's great to hear that it is finally on roll out. I don't think it has hit my tenant yet.  Also can you tell me, if you click a phone number on a webpage, and you are set up for Teams only, does it behave as you would expect and make the call from Teams ? I know that there were some issues with that.  More specifically, I want to use Teams to make calls from Dynamics 365 CRM records.  The October release of D 365 is going to bring some further integration between D 365 and Teams and having it boot you out from Teams to make the outbound PSTN call using SfB when you click on the number within Teams is just weird - but that is what mine does right now.  I am hoping that is going to change very soon. 

Although they said Teams is supposed to do that, the client still doesn't allow for it to be registered as a default calling app via Windows 10. Until that happens call links won't work for anything :).
Heip, my laptop is slow, and some of my chosen icons are missing .

Thanks that is as I thought. Hopefully they will have some news about that at Ignite, because right now it is a bizarre omission from the solution given the announced Dynamics 365 integration.  Maybe it will come with the October release of Windows 10 as that would be an obvious point if there was any pre-requisite that needed to be implemented on the OS side.  It needs to "just work"...

Regarding the question for Direct Routing and Call Queues -- Service numbers can currently not be provided via Direct Routing, but you can vote on the feature here: https://microsoftteams.uservoice.com/forums/555103-public/suggestions/35022145-allow-service-numbers...

Not sure if it's relevant to this post but in order for us to resolve S4B & Teams call feature issues for our clients, we worked extensively with MS for over a year to build a MS-certified Connector that addresses issues and missing legacy PBX features that businesses still need and MS does not see the need to develop. Legacy features such as analog, faxing, ACD Agent log-in/out, true enterprise extension dialing, external paging, etc. are still being used by many businesses.  

 

I also have a question and would like to know what challenges (if any) have anyone faced when attempting to utilize MS Teams as a full-functioning legacy PBX phone system or UCaaS replacement?  Why aren't more companies using MS Teams as a phone system since it is free and included in the E5/M5 license pack?  The alternative Cap-Ex cost of a premises-based IP phone system is at least $300-$500/user (100 user company: $30k-$50K just for the phone system alone) plus Telco lines and phone service costs.  With Teams Calling, if you have E5, phone system is included and you just need a MS or 3rd party calling plan for $10-$24/user.  Why isn't this being adopted more?

@Erik Hjelm I am able to get the call to present to me in Teams only, but the issue I have is that call connect time is very slow, from the time you press answer to the time the call path is complete can take up to 15 seconds or so. 

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