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Teams response group services

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Newlife
Contributor

Hi Experts, 

 

Our customer raised the below queries:

 

1. How response group services or Auto attendants/call queues work in Teams?

2. Is there ant limitation on the number of agents inside Autoattenant/call queue in online?

3. Can we recommend on-prem sfb customer to move to Teams if they've 1000 agents in their on-prem RGS? Will that be supported with Auto attendant/call queues in Teams?

4. If teams will not accommodate the above requirements are there any 3rd party products can be recommended?

5. Is there any documentation of Teams 3rd party integration?

 

Any pointers would be of help.

 

Many thanks!!

 

 

 

4 Replies

Hi,

 

1. How response group services or Auto attendants/call queues work in Teams?

 

You have the option to use Auto Attendants or Call Queues in Teams. AA will automatically answer and route calls within your organisation, callers can get an option to press different digits (IVR) to get connected to different departments/queues/persons or they can use dial by name by saying a name of a user they want to be connected to. Call Queues is a basic hunt group were you set a group of agents, when anyone call the CQ number they will be connected to a agent. CQ call ring on agents in Serial or Attendant mode (all agents at the same time).

 

Currently you can only use Microsoft provided phone numbers, AA/CQ cannot use phone numbers via Direct Routing.

 

2. Is there ant limitation on the number of agents inside Autoattenant/call queue in online?

 

It was 50 agents per group before, I think that it still is the limit.

 

3. Can we recommend on-prem sfb customer to move to Teams if they've 1000 agents in their on-prem RGS? Will that be supported with Auto attendant/call queues in Teams?

 

Yes, but not if you have 1000 agents answering in the same hunt group since there is a limit of 50 agents peer group (if I remember correct). Maybe a third party solution is better for them.

 

4. If teams will not accommodate the above requirements are there any 3rd party products can be recommended?

 

Depends on their needs, there is some limitations with 3rd party Call Center products since they are waiting for Microsoft to release the API needed for call handling, presence, and other API. You could check with Landis Computer or Anywhere 365, they have some integrations with Teams.

 

5. Is there any documentation of Teams 3rd party integration?

 

You have some documentation for the Graph API and calling, I don't think there is anything for CQ/AA. Or the product team from the 3rd party tool that you recommend for your customer could provide documentation.

https://docs.microsoft.com/en-us/graph/api/resources/calls-api-overview?view=graph-rest-beta

@Linus Cansby 

 

Hi Linus, 

 

Thank you for your response. It looks your statement "Currently you can only use Microsoft provided phone numbers, AA/CQ cannot use phone numbers via Direct Routing." is outdated. Now it is possible with resource accounts. 

 

Can you check this : https://docs.microsoft.com/en-us/microsoftteams/manage-resource-accounts and confirm?

 

Thanks!!

Oh, that was new, good finding. It looks like it is coming soon then, but some of the interfaces mentioned in the article is missing (at least in the tenants I checked). 

 

 

Also, the limit of agents is 200 call agents.

https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue

Highlighted

@Newlife 

 

Hi,

 

Please keep in mind that Teams does not produce live and real time data. So no live information on calls waiting, agents logged in, customers in queues etc. only historical. So if your cusomer is using modules like our MAF ICIMS CC module for live reporting on Response Groups this will not work in Teams. I can imagine that a customer with this many RG's would like to have a part of them live on a wallboard which you can't do with Teams.

 

Veel free to contact me for further details.

Frank Looijesteijn

www.mafinfo.com

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