Jun 09 2020 01:16 AM
All - first post, please be kind!
We are rolling out enterprise voice using Teams and would like some advice on how to implement call flow below:
1) We need to be able to have a main line number reach 2 receptionists as same time
2) If both receptionists are on the phone, calls should overflow to another group of users (all at same time)
3) If no one answers, back to the original 2 receptionists
4) If now not answered, shared voicemail
Many thanks for any help and advice!
JR
Jun 09 2020 04:30 AM
Solution
1) Setup a Call Queue and use Attendant routing as routing method.
https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue
2) In the Call Queue you can setup call overflow handling to send the call to another queue or person, but not based on if they are busy, only when there are x number of calls already waiting. Or you can use Call time out so send the call to another queue or person after x minutes/seconds.
3) In the second queue use the call time out to send the call back to the first queue.
4) Then you have to setup a third queue will call time out set to a voicemail. So first Queue 1 > Time out to Queue 2 > Time out to Queue 3 > Timeout to voicemail.
Jun 09 2020 05:54 AM
@Linus Cansby thanks, guidance much appreciated. We're testing this at 4 pm BST.
Jun 09 2020 08:54 AM
@Linus Cansby one more question? Can ringtone of Call Queue be changed?
Jun 10 2020 04:07 AM
@JulienR1234 No, that is not possible. There is a uservoice requesting this, vote for that one and spread it to others so they can vote too.
Jun 10 2020 06:05 AM
Jun 09 2020 04:30 AM
Solution
1) Setup a Call Queue and use Attendant routing as routing method.
https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue
2) In the Call Queue you can setup call overflow handling to send the call to another queue or person, but not based on if they are busy, only when there are x number of calls already waiting. Or you can use Call time out so send the call to another queue or person after x minutes/seconds.
3) In the second queue use the call time out to send the call back to the first queue.
4) Then you have to setup a third queue will call time out set to a voicemail. So first Queue 1 > Time out to Queue 2 > Time out to Queue 3 > Timeout to voicemail.