SOLVED

Teams Call waiting and Numbers in queue

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Occasional Visitor

Does Teams call queue reads for customers of how long is the waiting time and the number count in the waiting list?

 

Thanks,

 

Ladi

3 Replies

Hi @ladidadi, you can configure and adjust the number of waiting slots and wait time for callees in the Call Queue itself. To do this, open the Teams Admin Center -> Voice -> Call Queues.

You can find more details here:

https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue#call-overflow-handl...  

best response confirmed by adam deltinger (MVP)
Solution
Hi @ladidadi

Not currently. There is a uservoice open for it here to notify the caller within the hold music

https://microsoftteams.uservoice.com/forums/555103-public/suggestions/39455368-call-queue-position-n...

Would recommend to vote and push it up the agenda. Voting on it will also notify you if Microsoft pick it up. It's a functionality I would like to see - at least optional, so I have voted on it too

Hope that answers your question

Best, Chris

Best, Chris

For reporting purposes Microsoft provides a PowerBI integration since a few weeks. PowerBI will use the CQD data and use these data to build reports for Call Queues and Auto Attendants:

Using CQD Power BI report to view Auto Attendant & Call Queue Historical Report - Microsoft Teams | ...

 

But this are historical data only. Calls will show up with a delay of 30 Minutes.