Teams phone, give callers an option to leave a voicemail while on hold.

[myazmsp]

Good day! 

I am new here and have been researching over a month for a phone call flow answer. Any help would be appreciated, thanks in advance for any help. 

I want to give callers an option to leave a voicemail while on hold. I originally thought that I could do that with a call queue, but while on hold any button presses do nothing. Can this be done with Microsoft Teams phone? Even if it takes AI, Azure communication services, or any other products. Though, I prefer not to use third party products. 

Thanks again for your time and help!

[#2 · Accepted solution]

@myazmsp A call queue can overflow or divert to a voicemail after a define period of time, no method to allow a person on hold to select voicemail. Maybe overflow them to an AA that gives them a choice, then returns them to the quue, would mess up the queue order though. I'm not sure I really understand why you would want this, can't you jsut change the call flow to something more standard.

Building your own solution with ACS allows you to code this wort of thing, but you would be developing the full call routing experience, you can't jsut add a feature on top of the Teams hold, you'll be coding everything.

I suspect a third party contact center solution would be a better answer for more complex call handling like this, but really depends on what else you are trying to achieve.

[#3]

Thank you for your time and reply! I really appreciate the help! ^_^