Redirect Call Routing and Call Queues to Voice Mail

[Marc Rohde]

Are there any ways to direct call routes and queues (after time out) to voice mail? If no agents answer, for example after hours, I would like to have calls go into a common voice mail box on an account that we can review in the morning.

We do something similar with the our on-premise system.

I would assume the agent will need a PBX and e-mail account to make this happen.

[#2 · Accepted solution]

You have to create a normal user with a license a voicemail and then you can forward calls to that user. The call can wait in the queue for maximum 45 minutes and then it will time out.

There is a uservoice to get support to forward direct to voicemail.

https://microsoftteams.uservoice.com/forums/555103-public/suggestions/37363582-voicemail-for-teams-c...

[#3]

@Linus Cansbythanks for the response! It worked perfectly.

[#4]

Does the user need to have a Dialing Plan or can they get away with just a phone system license like a virtual user. @Linus Cansby 

[#5]

@Victor555 I think that you need a E1/E3 + Phone System, haven't tested anything else.

[#6]

@Linus Cansby 

Hi, I used Phone System+O365 Business Essentials licences

[#7]

@Marc Rohde 

Here are the steps:

1. Create an O365 group
2. Create a new Auto Attendant (with associated resource account - no virtual license required)
   1. The auto attendant should have no hours or have (12am - 12:15am on Sunday if forced for some entry on hours of operation)
   2. The auto attendant should have no greetings
   3. The auto attendant should route the call flow, call flow after hours and call flow during holidays should redirect to "Voicemail" and enter your O365 group that you created.
3. Change your call queue to redirect to the resource account for you new auto attendant.

This will send all VMs recorded to the O365 group which is shared by all distribution assigned.