Auto Attendant to Call Queue rings agents as "Call for Auto Attendant"
We've been using Teams Phone System as our main office system for a few years. Until recently, incoming calls to our main number was answered by an Auto Attendant that gives callers a menu to choose from. The options are tied to numbers (1, 2, 3, etc) that are linked to Call Queues. These queues are assigned to distribution lists containing the users who are to answer those calls. Calls would ring on the user's desktop app and the top label would say "Call from <Call Queue Name>". For the last week or so, all calls router from the Auto Attendant to a Call Queue ring the user's assigned to the queue as "Call from Auto Attendant" and do not display which queue the caller chose. Did Microsoft make a change to the previous behavior? Is there a setting I need to change somewhere so that users know which call queue the incoming caller has chosen?PSTN Calling, Call Queues and Auto Attendant Guide
https://gallery.technet.microsoft.com/PSTN-Calling-Call-Queues-2c081b9e?redir=0 This guide is written for Pre-Sales Consultants, technical Consultants and System engineers at Level 200. This guide focus on the Office 365 Web based administration. PowerShell knowledge therefor is not required. But PS will enable you with further configuration details. It guides you through the general understandings of Office 365 Skype for Business PSTN Calling ordering and configuration, the related planning process and should inspire you thinking about different approaches towards technology and best practices. Call Queues and Auto Attendant in Skype for Business Online with Cloud PBX is an essential part and important to most companies leveraging Skype for Business with Cloud Voice. For both CQ and AA, I provide you with detailed processing workflows, planning approach and configurations. You will learn how to position Cloud PBX and PSTN Calling along with the value service you provide towards enterprise telephony features. After reading this article you become an expert in Microsoft Cloud Voice advanced features.
Voicemail not visible in Teams under call tab.
Hi, Being new to this Microsoft world I have a question that I can’t seem to find an answer on I any forum. So what am I missing when I can´t see the voicemails for the Call Queue in the Team under the Calls tab.? The call queue are pointing to a Team and that works fine and after business hours the call go to voicemail on the same Team and that is also working fine I get the voicemail under groups in Outlook but not in the Teams client under the Calls tab. In here I can only see incoming and outgoing calls. Any ideas.?
Make calls on behalf of Call Queue (or resource account)
We have been testing out Direct Routing calling functionalities in Teams for a while now and everything seems to be working fine but unfortunately we have run into a problem that is a show stopper for us and our customers. Our employees, and our customers employees, are often members of multiple call queues and need to be able to make outbound calls on behalf of all the queues (resource accounts) they are members of. If I'm not wrong this was possible in Skype for business, right? At the moment users that are part of a call queue can only make outbound calls as themselves or alternatively you can set up a policy for outgoing Caller ID to set it to a Service Number. Being able to set up a policy for the caller ID on outgoing calls is a step in the right direction but not good enough as a user can only have one caller ID policy at a time so a user can still not make outbound calls from any queue they are member of. There are multiple requests for this on UserVoice (see links below) so I hope Microsoft will consider adding this feature ASAP as, for now, it is sopping us and many others from using Teams as a phone system. UserVoice requests: Make a call on behalf of a Call Queue – Microsoft Teams UserVoice Make calls on behalf of a resource account used for a Call Queue or Auto Attendant. – Microsoft Teams UserVoice Also, setting up a policy for caller ID is not an option for us as we are using direct Routing and you cannot use your own phone numbers...another flaw that needs to be addressed ASAP! Anyone else considering this a problem? Looking forward to hear your opinions...HISTORY-INFO missing from Teams Call Queues (Direct Routing)
Hi All, This is more an FYI for anyone else who may come across this. When call queue's is setup to forward to an external number the HISTORY-INFO is missing from the SIP INVITE Header to the PSTN Gateway. The PSTN Gateway ForwardCallHistory is enabled and works with normal Teams users, when they forward their calls but just not when done via a Call Queue. I raised a case for this and Microsoft have come back saying its "by-design" (more like "by-accident" in my opinion). I am still chasing getting them to update the documentation (at least the powershell one) so state that HISTORY-INFO is not sent when a forward occurs via a call queue. This is particularly annoying if your using direct routing as you cannot rewrite the FROM header if your telco requires all outbound calls to come from a number within your DID range.
Business Voice - Yealink not ringing after ending previous call
Good Morning, I've got a client who uses Business Voice with Yealink phones, all working fine except when a user answers a call from the call queue if the main number is called while they are on the phone and they finish the current call they are unable to pickup the new call. The phone doesn't ring so they would need to pick the call up on another handset. Any setting I can adjust so when the users line becomes free they also start getting the new call?
Unable to Update Voicemail settings on Teams Call Queue
Hi All, Our organisation is heavily invested in Teams and use it for calling. I have been setting up call queues for a few of our areas and for the most part they have been working okay. AN issue I've run into is setting up voicemail on these queues. In the past I had simply forwarded the unanswered calls to a generic voice enabled account the redirected to voicemail. No I am trying to update that to have the voicemail account added in the queue instead. When I add the voicemail office 365 group and add an audio file or text based message the save button remains greyed out making me unable to update the queue and add a voicemail app. Nothing I do changes the save button to allow the queue to be updated. Am I missing something? Or is this a bug that is not allowing me to save the voicemail settings to an existing queue? Thanks,
