May 28 2021 12:35 AM
May 28 2021 12:35 AM
What is required, that calls from a call queue will be forwarded to external phone number defined by the user in his/her Microsoft Teams App.
We have call queues to reach our support teams. Microsoft Teams rings on assigned group members if the external number is called. However, calls are not forwarded to a mobile or a landline phone number configured by the user in the Microsoft Teams App.
The call forwarding to a mobile or a landline phone number works, when the user is called on her/his personal assigned phone number in the Microsoft Teams Admin Centre.
May 31 2021 05:03 PM
Hi @JuergMeier4131 I'm not sure if this is what you're looking for but there is an open item in Uservoice that is being planned. You might want to vote on it: Call Queues should follow call forward settings – Welcome to UserVoice!
Jun 03 2021 04:22 AM
@ThereseSolimeno. Thank you for the hint. It is was I am asking. Let's see what "planned" means. The post will have its first anniversary this month.
Jun 03 2021 11:34 AM
Hi @JuergMeier4131 I've asked the UV team to give us an update on this. I'll post it here when I get it.
Dec 12 2021 12:50 AM
Feb 07 2022 09:04 AM
Feb 07 2022 05:51 PM
Feb 08 2022 04:43 AM
Feb 14 2022 07:12 AM
Feb 15 2022 04:16 AM
We are struggling with this issue but only since last friday (11.02.2022). Before it was working fine for us.
Mar 24 2022 02:42 AM
Mar 24 2022 06:59 AM
It was all done through the teams admin center, and the users Team client, You send it to the users account and then the user set their teams client to forward to external number. You could do the same thing by sending it directly to external number
Apr 29 2022 03:09 AM
Apr 29 2022 06:21 AM
May 02 2022 11:56 PM
I assigned a number to the ResourceAccount of the CallQueue and waited for about 4h, unfortunately this did not work for me...
May 03 2022 06:22 AM
May 13 2022 01:26 PM
May 31 2022 08:16 AM
May 31 2022 08:21 AM - edited May 31 2022 08:25 AM
I raised this with their support and here is part of the response I received:
From your description, we do understand that you are trying to set up call forwarding for your Call Queue (CQ) agents but the calls from the CQ are not being forwarded. I just wanted to kindly inform you that this feature is currently not available as it is limited by the design of the product. The issue has already been summited to the Microsoft feedback portal and you may cast your vote so that product engineering may consider implementing this feature in the future. To cast your vote, kindly refer to this link https://feedbackportal.microsoft.com/feedback/idea/5f1c69f4-853e-ec11-a81a-6045bd78d291
What I have done though is shorten the 'call timeout handling' on the call queue, and add an external number as a backup in case the teams clients are not called as this does not always work.