Forward calls from Call Queues to group
Hello, Is this possible we can create one call queue and multiple agents are added into the group when first person is not available then automatically call has been divert to second agent and ring "the call has been forwarded" and caller phone will appear on the forward call as well. is this is not possible to call queue let me help to know the other option as well. For User level i have already tested and its works but i want to do via call queue or auto attendend.
How to redirect calls in Teams if you are "busy on the phone"
Hi everybody, is there a possibility to set up the call forwarding in the Call Center feature to a way, that "busy" is considered "busy on the phone"(an agent actually talking to somebody) and not the status "busy in the agents calendar" for an event. This means the Agent has an calendar entry with the status "busy" but is actually free for phone calls, It's just that Teams is considering the Outlook event as a "busy" block?! Can this be circumvented somehow, so that Teams considers "busy" only "user is actually busy on the phone"? Best regards, Matthias