Generate "ToDo" from phone queue

New Contributor

Hi guys,

 

we have s problem - but no solution yet:

We use MS Teams internal telephony functions. And we use a telephone queue for incoming calls. If an agent is available he'll take the call, else we use the voice box after a while.

 

We want to call back every incoming caller as soon as an agent is free.

 

The problem: 

1. the log entries in Teams don't show all incoming calls

2. the agent cannot see, if somebody else already called back already 

 

Our wish: 

Something like a "ToDo" list to list every incoming caller automatically - so that the agent can "croos out" the ones he already called back.

 

Any idea?

 

2 Replies

nobody with an idea?