Forum Discussion
Microsoft Teams Round Robin
- Hi NSteune
No worries, get what you mean. No, this would be on the availability of the users at the time. So for example, on Tuesday in your scenario all calls go to agent 1 because agent 1 is available. On Wednesday, calls are balanced between agent 1 and 2. On Thursday if agents 1 2 and 3 were in they would be balanced between 1 2 and 3. Lets say that agent 2 went for lunch at 12-1 on Thursday, they would be balanced between agents 1 and 3 until 2 returned from lunch
Hope that makes sense
Best, Chris
Great discussion guys - and this is probably a very simple question - does the Call Queue only deliver one at a time and then hit voicemail for example, or will it try everyone on the Call Queue in sequence if it doesnt get an answer? NSteune
It's First in First Out (FIFO). How it gets to agents depends on how you set up the routing. You can do this by attendent routing, where it rings all agents (except those engaged), serial, where it will go through the agents one by one, and round robin which load balances between agents. You would set a maximum call queue size then determine the overflow - if it exceeds the queue you can disconnect, divert to a shared voicemail or divert to another person in the organisation. You can also set a queue timeout meaning if the callers have been in the queue for x amount of time it disconnects or diverts
Hope that helps
Best, Chris
Thanks ChrisHoardMVP - hope you are well.
Thats how I thought it would work but wanted to check in. So I assume the best practice for these scenarios is to switch Voicemail off for the individual otherwise you could end up with a personal voicemail answering a queue?
- No worries! Hope you are too
I'd go along with this blog
https://ucstatus.com/2020/01/06/microsoft-teams-auto-attendants-and-shared-voicemail/
Call queues you can only direct to people or voice app, so you would follow the steps here. Either redirect to a user whose forwarding to voicemail or redirect to a sub auto attendant which directs to a resource account/shared voicemail
Hope that helps
Best, ChrisCheers ChrisHoardMVP
One final question (not related to round robin!) is this;
"If I create a contact in Outlook or Teams with just a telephone number or with an email that is not on Teams, I cannot search for this contact to transfer a call to when i receive it - any idea why and how to circumvent it?"
Mark