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Teams with Business Voice - Call Queues Missing Presence Based Routing

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New Contributor

Hello All,

 

I've setup a Call Queue with Business Voice in the Teams Administration. Every screen shot and YouTube video I have watched has indicated there's a "Presence based routing" option within the call queues settings. I do not have this option in any of my call queues.  

 

I've tried the Powershell cmdlets and it says the Get and Set commands are not available when querying call queues. 

 

Am I missing something in the setup somewhere else? I need to be able to honor agent presence.

5 Replies
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Best Response confirmed by adam deltinger (MVP)
Solution
Hi @ceaster

We have just seen longest idle show up as a routing option in Call Queues which is based on Presence. This looks to have dropped today

https://www.linkedin.com/feed/update/urn:li:activity:6676576820944494592/

That is based on presence. If it is a global rollout may take a few days to show in your tenant

Hope that answers your question

Best, Chris
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@Christopher Hoard  Thank you much for the response. I'll give it a few days and hope it starts to show up.

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I am still not seeing the option. It's been almost a month between working with Microsoft support and our initial setup. I'm really out of ideas.

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@ceaster 

 

Hi @ceaster How about now?

 

@Linus Cansby you put on Linkedin a few weeks ago about this in terms of presence based routing. Can you shed any more light on it?

 

Best, Chris

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As I understand it, this should be available for everyone now. If you can't see it wait a week and if you can't see it (Longest Idle) create a support ticket.

 

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