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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
MarkLawtonRisc's avatar
MarkLawtonRisc
Brass Contributor
Mar 20, 2020

Cheers 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

 

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