SOLVED

Does Simultaneous ring work in Teams Call Queues?

Copper Contributor

Hi Everyone,

 

We have a few users that are in Teams Call Queues and if they have their Teams client set to "Also Ring" their cell phone the call that comes in via the Auto Attendant / Call Queue will not ring to the cell phone.

 

However, if a direct call comes to that users the simultaneous ring will ring the cell phone.

 

Is this expected behavior?  We have a need that when a call rings into the Teams Auto Attendant it will pass into a Call Queue.  Then that Call Queue is set to ring a few users.  Those users are not always at their desk but will want the ability to take the call via their cell phone using the "Also Ring" setting.  

 

Thanks for any information,

Ian...

4 Replies
best response confirmed by IanG562 (Copper Contributor)
Solution
Yes, this is expected behavior. Consider the scenario when a user has their phone switched off or they are out of service range, so calls to their cell phone number end up going directly to voicemail. If call queue calls rang users' cell phones, they could end up routed to a user's personal voicemail, which is not likely to be what you want.

If users need to be able to answer call queue calls from their cell phone, they should simply sign in to the Teams app on their cell phone.
Hey thanks for that information and good point. This solution would actually be f or our public safety constables who have a company cell phone. The goal was to have a call come into the public safety queue, hit the phone on the desk (which is signed in with a common area phone account) and also ring the constables work cell phone in case they were walking around on patrol.

We did think about the Teams app, however I have noticed that if I am on a call on the Teams Mobile App and I move away from WIFI to another AP the call drops. I would not want that to happen with them.

@IanG562 If calls are dropping when you move between APs, your network may not have the protocols for fast roaming enabled: 

 

https://support.apple.com/en-us/103274 

Thanks I will take a look at this with our network guys!
1 best response

Accepted Solutions
best response confirmed by IanG562 (Copper Contributor)
Solution
Yes, this is expected behavior. Consider the scenario when a user has their phone switched off or they are out of service range, so calls to their cell phone number end up going directly to voicemail. If call queue calls rang users' cell phones, they could end up routed to a user's personal voicemail, which is not likely to be what you want.

If users need to be able to answer call queue calls from their cell phone, they should simply sign in to the Teams app on their cell phone.

View solution in original post