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Call queue groups - stop calls coming through when on another call

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Mark_PNTS
New Contributor

Hi All,

 

I wonder if anyone can help with my scenario - it seems microsoft cant!  I've just migrated a client from S4B with a hosted provider over to Teams in O365.  I've setup a call queue, which rings a group of users (reception staff) simultaneously.  When a call comes in, one of the team will answer, while they are busy, the calls that hit the queue continue to come through to them and the screen pop + the incoming call notification are extremely distracting, even pressing reject on the screen pop it just comes back after a second or so.  

 

The only suggestion microsoft have been able to offer is for the reception staff to manually change to DND when they accept a call, and then change back to available when the call is complete.

 

Surely i cant be the only person  that thinks this is a fundamental need for a PBX system? 

2 Replies

@Mark_PNTS that's what attendant routing does, switch to serial or round robin.

Thanks.. waiting to get the free virtual licenses applied to my account so I can setup AA properly. But ideally I'd like all non busy extensions in the group to ring simultaneously