Hello,
Configured AA and assigned a number
press 1 - selected a voice app- resource account. This resource account is associated to Call queues where all the agents are present.
When external caller A 020 XXXX 6700 makes a callto the AA number 020 3XXX XX63 he hears the greetings and welcome prompt.
Hears press 1 for Department . When 1 is chosen call is dispatched to call queues
When one of the agent in the group answers the call, Teams is making an outbound call from Team member ( 020 3XXX XXX4) to the external caller A 020 XXXX 6700.
External caller A he sees a second call in display coming from ( 020 3XXX XXX4) he answers that and voice is established with the agent. First call on caller A handset is still on hold.
if external caller is not having a digital phone, he will never see the second call on his display and will be missing the call.
How to ensure AA/CQ is not making outbound call to establish the call with external caller?
We are using Audiocodes SBC.
