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Highlighted
Kevin_42IT
New Contributor

Hi everyone,

 

Is there a way to share call information company wide ?
I would like to know that staff member X is currently on a call with the mobile phone of customer Y.

 

For now I could only see the integration of presence which let me know Staff member is on the phone but not with whom.

 

As a secondary question, if there was a way to have a global call log, listing all outgoing and incoming calls with contacts and have it shared between all member (or specified member).

 

Regards,

Kevin

5 Replies

Hi @Kevin_42IT 

 

You can see call information via Call Analytics

 

https://docs.microsoft.com/en-us/microsoftteams/set-up-call-analytics

 

To see all the call information and data for a user, use the Call History tab

 

This includes the Caller Name, Recipient Name, Call Details. However, I don't think it sounds like it would cover everything that you need. I think it you wanted that level of granularity and visibility then you would need to look at something like Anywhere 365

 

https://anywhere365.io/microsoft-teams/

 

AFAIK, Microsoft do intend to release more analytics for Teams calling over the course of the year but many are asking for things like wallboards as is traditional in a call centre

 

Hope that answers your question

 

Best, Chris

Thanks Christopher,

 

That's helping.

I will look into Call Analytics, it's good but not what I was looking for.

Basically since it's a small company, if customer A call, and staff X pick up the phone.
When Customer A call back few minutes later and get staff Y, she should be able to tell the customer previously talk to staff X.
That information either providing because she saw customer A and Staff X on a call previously, or because a real time global call log is visible.

 

My problem is that it should really be global and real time.

I saw that service like AirCall can do stuff like that, but I was wondering if MS Teams with or without third party can do it.

 

Solution
Hi @Kevin_42IT

For sure. I understand the functionality need - it's a pretty common scenario particularly amongst SMB who go all in with voice.

If the functionality exists it's definitely going to be third party at the moment because Teams doesn't do this natively. I would recommend looking around and seeing if something leverages Teams to provide this functionality.

Hope that has answered your question.

Best, Chris

Thanks Again Chris,

So I understand this feature is nor present nor in the roadmap.

 

I will mark your response as the answer, but if you or someone else have suggestion on third party which does that and integrate with Office365, it would be helpful.

 

Best, Kevin

I'll keep an eye out for one and make a note of it. I would also recommend raising it at the next Teams AMA when it is announced as that's a good place to ask the MS Product and Engineering Teams.

Best, Chris
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