Teams call queue not queuing

Copper Contributor

Since this week, we noticed that calls in a call queue are sent to agents despite the fact that they are in an active call.  We use round robin as routing method.

Presence-based routing was off.

In my opinion, calls in a call-queue should not be sent to agents in a call regardless of the Presence-based routing setting.  Presence-based routing should only change "busy" and "away" status differently in my understanding.  As a workaround, I have enabled Presence-based routing for now.

Any clues on why this behavior changed recently?  Anything we can do to revert?  A simple web search didn't show anything useful.  


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