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Badly need voicemail for queues... (MS Phone system/Teams)

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Ben Girard
Occasional Contributor

If all of our agents are currently on call, we don't want users to stay on hold for 10 min and suddenly being disconnected.  We must have the ability to enable "voicemail boxes" for queues!!

 

Anyone else have this problem?

 

We don't have a onprem pbx, 100% in the cloud.

6 Replies

@Ben Girard As revealed in the Auto Attendant and Call Queues Service Update posted on May 13, this feature is coming. In the meantime, you can create and license a user account for the sole purpose of hosting the voice mailbox and have the call queue configured to forward the call to this user after your desired timeout duration.

@Ryan Steele 

 

Hi Ryan, Thanks for the tip.  BTW, I used to live in near Victoria (Royal Roads Military College) :)

 

I wasn't aware this feature was coming, thanks for the tip.  Sadly, we must keep buying licenses, phone system, calling plan, etc....  until MS release the "free" account types.

 

With your suggested approach, how does an entire team of people (queue members) can pick up messages from such account's voicemail in Teams?  Login to O365 under that account, that would get messy....  Thoughts? 

@Ben Girard 

 

Hi Ben, nice to hear from a former Victorian!

 

For setting up the resource accounts for PSTN-enabled Auto Attendants and Call Queues, I've been experimenting with adding the licenses, assigning the phone number, then removing the licenses. After two days my test AA is still working even with the licenses removed. I can't say for sure it won't break at some point, but something to try if you don't want to buy more licenses and don't mind living on the edge.

 

As for the shared voicemail, you may be aware that voicemail messages land in the mailbox associated with the user. We just assign the licenses and forward the calls to the user account that is associated with the shared mailbox for the department. Another approach would be to configure forwarding on the mailbox to forward the voicemail messages to a specific recipient or distribution list.

@Ryan Steele Forwarding voicemails from the shared voicemail user doesn't seem to work automatically via rules (Client or Service side). Do you have a way that works you could share?

Highlighted
Hi all,

Shared voicemail for Auto Attendant and Call Queues was announced at Ignite first week of November.

https://techcommunity.microsoft.com/t5/Microsoft-Teams-Blog/What-s-New-for-Calling-in-Microsoft-Team...

Best, Chris

@Ben Girard In our tenant, voicemail is now a redirect option for auto-attendants. Not available in call queues that I can see, but you can redirect from call queue to auto attendants. Just starting some basic testing with it as I'm not seeing any docs on it from MS yet. Appears to want mail enabled groups for the voicemail destination.

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