Adapt Teams Call queue for VIP users

Regular Contributor

We are using an auto attendant and a call queue with a voice enabled channel for the IT Service Desk.

Is there a feature to favor specific users if they are calling in for instance. Or any possibility to adapt the call queue and prefer VIP users?

Thanks

1 Reply
Hi Thomas,

Currently Skill Based Routing is not available in Microsoft Teams Voice Enabled Channel. But you can always look at below two options:-

1. D365 Voice Enabled Channel for Skill Based Routing or Agent Based Routing
2. Look for Third Party Contact Center Solution

With Regards,
Satish U