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Presence based routing & Busy on Busy on Call Queues

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Occasional Contributor

Hi,

 

Has any one experience with using Presence Based Routing for call queues? We've setup round-robin call-queues, but the presence based routing doesn't switch on, so if users are busy etc... it ignores this and calls the user anyway.

 

Also, has anyone enabled busy-on-busy for users in a call queue, does it work? This was a way to at least stop Teams ringing when a user is currently on a call.

 

Thanks for any input!

Joni.

4 Replies
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Joni,

As per my understanding in case the user sets the status as busy the call will still ring. Until the user is in a call or in a conference call status or in a DND Status the call will not ring in the call queue. Any other status the call will surely hit the user in the call queue.

With Regards,
Satish U
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Thanks, yes, that's what we're seeing but even when the user is in a call then they will still get the new call ringing, so really it's ignoring all presence states of the user and forcing the client to ring.
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@sp-jmglade 

 

Open a case with Microsoft Support to check with the Behavior. For the users who are already in call the call should be skipped atleast. Could be a Bug in the Microsoft Call Queue.

 

With Regards,

Satish U 

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Will do, thanks.