Users in multiple call queues - simultaneous ringing, not very practical?

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Occasional Visitor

Hi All,

 

We have discovered in the scenario of adding users to multiple call queues that if those queues have calls waiting, the users will receive simultaneous calls from each queue once they become "available" (using presence based routing with round robin and/or longest idle).

 

From the users perspective this seems impractical - especially if they are attached to several busy call queues and therefore are being offered simultaneous calls repeatedly upon entering "available" status. The simultaneous calls also continue to ring briefly after the user has answered a call and therefore create some difficulty hearing the call they answered.

 

I haven't encountered another telephony solution that behaves in this way by default (or at least without an option to customise this) and can't imagine this would be desirable for most use cases. Typically a user would only ever be presented with a single call at any given time.

 

Is anyone aware of a solution or way to mitigate this? We have tried busy on busy etc but this only works after the call has been answered, not before. I also have a ticket open with Microsoft Support to discuss although they are indicating this is "expected behavior".

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