Today, we are pleased to announce that the following new Call Queue features are available to all Skype for Business Online customers with Phone System (formerly CloudPBX) SKU:
In addition to default Attendant Routing, which sends the call at the head of the Queue to all the available Agents at the same time, a new Serial Routing option has been added in Call Queues. With Serial Routing, the call at the head of the Queue will ring Agents one by one, starting from the beginning of the Agent list. If an Agent dismisses or does not pick up a call, the call will ring the next Agent on the list.Note that both Serial Routing and Attendant Routing will not send calls to the Agents who are Offline, or have set their Presence to Do Not Disturb (DND).
Timeout in seconds
For a more granular call flow control in Call Queues, it is now possible to set the Timeout in seconds rather than in minutes. The following timeout intervals can be selected: 0, 15, 30 and 45 seconds.Agents in Office 365 Groups
Admins can now use Office 365 Groups to add Agents to Call Queues. Multiple Office 365 Groups can be added, and a mix of Distribution Lists, mail-enabled Security Groups and Office 365 Groups can be used in the same Call Queue:
For more information on Serial Routing, Timeout in seconds and Agents in Office 365 Groups in Phone System Call Queues and corresponding PowerShell cmdlets updates, please refer to Call Queue documentation here.
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