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NSteune's avatar
NSteune
Copper Contributor
Feb 03, 2020
Solved

Microsoft Teams Round Robin

So we are looking to install Microsoft Teams and setting our incoming phone calls on round robin, basically equally dividing the incoming calls. Is this calculated on a daily/weekly/monthly basis? In...
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  • ChrisHoardMVP's avatar
    ChrisHoardMVP
    Feb 03, 2020
    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
ChrisHoardMVP's avatar
ChrisHoardMVP
MVP
Mar 19, 2020
Hi mark

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
MarkLawtonRisc's avatar
MarkLawtonRisc
Brass Contributor
Mar 20, 2020

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?

 

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