Forum Discussion
Adding an external number to a teams call queue
Hi I am trying to work out if there is a way to ring an external number as part of a call queue or teams voice enabled teams group? I have tried to read up on it but cannot find a definitive ...
Call Queue agents can only be UPN's (not numbers). However, you could set a user with SIM Ring to an external number. It's been a while since I tested this but this did work a few years ago.
Caution, I think fowler_23 means with a different/extra user. Because by adding a user into a call queue while the user has sim ring enabled does not work because these personal settings are not processed.
A (external) phone number can be used in the call queue's exception handling area as overflow if no agents of a call queue answering calls within a defined amount of time or if defined number of callers are calling.
- Thanks. Im basically trying to find a work around to the lack of missed call details on a call queue.
I thought if i was able to have an external number (mobile number) to the queue it will then give us a call log of all calls but im not sure if i am going to be able to achieve that- You will need to look into PowerBI to track all the calls into your queue.
The call queue data should be available from Teams since you can run a summary report in Teams Admin-Analytics & Reports- Usage Reports - Call Queue Usage
We currently only run our call queue as a receptionist role
