Teams Phone System

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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

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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