Forum Discussion
Tab in TEAMS channel for call queue
Wait till next week and you're likely to see it on some Ignite session 🙂
Sven_Puth
Yes I have seen the message in the admin center and enabled it on our commercial team call queue.
I notice some strange behavior :
- The team members can only see their received calls. They don't see answered calls by others neither missed calls
- I can see missed calls
I do not know how to change this.
Any info ?
How long did it take for your call queue to show up in your team channel? I added a call queue to a team channel and it has yet to populate after a couple hours.
It tooks less than a minute...
As I mentionned in my previous post this feature is finally not that helpfull. It does not really look like in the annoncement (https://techcommunity.microsoft.com/t5/microsoft-teams-blog/what-s-new-in-microsoft-teams-microsoft-ignite-2020/ba-p/1665600)
Here is how it is on my client. As you can see (sorry for the French interface). Only calls that I have answered are listed and I am the only one how can see missed calls. The others agents do not see missed calls and see only their answered calls. I do not know how to change this...
- I noticed even stranger behavior - if another agent answered the call on the queue, I see in the queue call history my name as an answering agent. At first I thought maybe its because I am admin but another agent sees his name against the call that I answered. The app shows the name of the person that is signed in as the answering agent when another agent actually answers the call. That came out scrambled, just the way the call queues are...:)
- I've turned this on and nothing appeared in the Channel, even 24 hours later. Any ideas?
Antoine HESKIA same situation than you. The agents see themselves in the history, even if another agent picked the call up. Also, I do see the history but if I refresh the channel, all is gone...
Have you been able to implement it ?
- Fabien_Gaille No change since my previous message. I don't know when MS will update this feature which is far from what I was expecting
- I reached out to Microsoft Support. This feature is still in the "Rolling Out" Phase on the roadmap. It has apparently not hit GCC yet, i'm just going to wait until it says it has completed before i try again.
pgilbertson i'm in the same boat as you - GCC tenant. I saw yesterday the new assign to channel option in Teams Admin Center for call queues. Set it up for me and a few test accounts.
24h later, no sign of the tab in the Teams client. Updated the client but no luck either. I'm just going to wait as I suspect you are right: it's still being rolled out and it'll take a few days for it to show completely
Meanwhile, I'm sure there's plenty of things that'll keep us busy 🙂
masteryul After contacting Microsoft Support, they said that while it says General Availability, it does not apply for us GCC users. It is odd because it seems like the feature is half baked into GCC currently, we're able to add a group, calls show up in the notification for that group in teams, but the tab never materializes. I guess I'll just keep an eye on the roadmap.
