SOLVED

Teams Phone System

%3CLINGO-SUB%20id%3D%22lingo-sub-1672581%22%20slang%3D%22en-US%22%3ETeams%20Phone%20System%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1672581%22%20slang%3D%22en-US%22%3E%3CP%3EGoing%20to%20be%20going%20down%20the%20Teams%20Phone%20system%20route%20soon%2C%20although%20we%20have%20a%20call%20centre%20software%20for%20our%20main%20customers%2C%20we%20have%20an%20internal%20helpdesk%20of%205%20users%20and%20I%20wanted%20to%20know%20if%20Teams%20Phone%20system%20would%20be%20a%20better%20option%20for%20the%20small%205%20person%20team.%26nbsp%3B%20Would%20the%205%20person%20team%20be%20able%20to%20see%20each%20other%20in%20Teams%20as%20far%20as%20who%20was%20'available'%20for%20a%20call%20and%20who%20was%20'at%20lunch'%2C%20or%20'in%20a%20call'.%26nbsp%3B%20Or%20will%20just%20just%20see%20the%20usual%20Teams%20presence%20states.%3C%2FP%3E%3CP%3EThanks%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-1672581%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3Ephone%20system%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-1685685%22%20slang%3D%22en-US%22%3ERe%3A%20Teams%20Phone%20System%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1685685%22%20slang%3D%22en-US%22%3EHi%20%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F437047%22%20target%3D%22_blank%22%3E%40GaryS123%3C%2FA%3E%3CBR%20%2F%3E%3CBR%20%2F%3ECurrently%2C%20only%20the%20presence%20state.%20There%20isn't%20anything%20native%20in%20terms%20of%20a%20call%20wallboard%20where%20you%20could%20monitor%20who%20is%20on%20the%20call%2C%20how%20long%20for%2C%20their%20presence%20state%20-%20like%20a%20call%20centre%3CBR%20%2F%3E%3CBR%20%2F%3EYou%20would%20need%20to%20look%20at%20a%20third%20party%20solution%20-%20there%20are%20ones%20out%20there%20who%20do%20this%20within%20a%20direct%20routing%20scenario.%20Something%20like%20this%3CBR%20%2F%3E%3CBR%20%2F%3E%3CA%20href%3D%22https%3A%2F%2Fanywhere365.io%2Freal-time-wallboard%2F%22%20target%3D%22_blank%22%20rel%3D%22nofollow%20noopener%20noreferrer%22%3Ehttps%3A%2F%2Fanywhere365.io%2Freal-time-wallboard%2F%3C%2FA%3E%3CBR%20%2F%3E%3CBR%20%2F%3EHope%20that%20helps%20to%20make%20a%20decision.%20In%20terms%20of%20whether%20something%20like%20this%20is%20coming%20natively%20to%20Teams.%20Haven't%20heard%20about%20it%2C%20but%20there%20is%20a%20uservoice%20open%20here%3CBR%20%2F%3E%3CBR%20%2F%3E%3CA%20href%3D%22https%3A%2F%2Fmicrosoftteams.uservoice.com%2Fforums%2F555103-public%2Fsuggestions%2F39462031-real-time-call-center-wallboard%22%20target%3D%22_blank%22%20rel%3D%22noopener%20noreferrer%22%3Ehttps%3A%2F%2Fmicrosoftteams.uservoice.com%2Fforums%2F555103-public%2Fsuggestions%2F39462031-real-time-call-center-wallboard%3C%2FA%3E%3CBR%20%2F%3E%3CBR%20%2F%3ESo%20vote%20if%20it%20is%20something%20you%20would%20like%20to%20see%3CBR%20%2F%3E%3CBR%20%2F%3EHope%20that%20answers%20your%20question%3CBR%20%2F%3E%3CBR%20%2F%3EBest%2C%20Chris%3C%2FLINGO-BODY%3E
Contributor

Going to be going down the Teams Phone system route soon, although we have a call centre software for our main customers, we have an internal helpdesk of 5 users and I wanted to know if Teams Phone system would be a better option for the small 5 person team.  Would the 5 person team be able to see each other in Teams as far as who was 'available' for a call and who was 'at lunch', or 'in a call'.  Or will just just see the usual Teams presence states.

Thanks

3 Replies
Best Response confirmed by adam deltinger (MVP)
Solution
Hi @GaryS123

Currently, only the presence state. There isn't anything native in terms of a call wallboard where you could monitor who is on the call, how long for, their presence state - like a call centre

You would need to look at a third party solution - there are ones out there who do this within a direct routing scenario. Something like this

https://anywhere365.io/real-time-wallboard/

Hope that helps to make a decision. In terms of whether something like this is coming natively to Teams. Haven't heard about it, but there is a uservoice open here

https://microsoftteams.uservoice.com/forums/555103-public/suggestions/39462031-real-time-call-center...

So vote if it is something you would like to see

Hope that answers your question

Best, Chris

@Christopher Hoard Thanks for the info, we do have software already but just wanted to see if we could simplify one of the teams using it.  I'll take a look at the uservoice.

 

Thanks

@GaryS123  Commschoice has a native Teams Calling Contact Centre solution  that might be of help.