call queue

16 Topics

Incoming Call Queue Calls - Transfer Failed
We use teams calling (Co-Existence set to Teams Only) for our calling center, have not had any issues until about 4-5 months ago when we lost the ability to transfer calls when customers dial in to our call queue. This is the call flow: End users call into our phone number (either the toll free or local number) > greeted with the call queue/available options > user selects applicable options and is routed to the applicable team. A Technician answers the call via the desktop client. If the technician needs to transfer to an external number (IE an employees cell phone), the call fails and the end user is hung up on. At this point I've escalated and escalated internally with Microsoft to no avail. After troubleshooting we noticed that through the mobile application, using the exact same call in process, we can transfer to external phone numbers; this is the same case for the web app. Both of these options are less than ideal. I am just curious if anyone has witnessed these same issues, and what was done to resolve them? Microsoft support has not been able to help at all and our ticket is 2-3 months stale at this point with no progress besides a "we are still working on this but have no idea" daily email.
Solved
ThomasT4
Feb 18, 2021 Place Microsoft Teams
17KViews
2likes
11Comments
Call Queues missing from Settings Menu
Hello All, Does anyone else have a problem with Call Queues (Opt In / Out) disappearing from the Settings Menu in the MS Teams Desktop client. I keep getting reports of this and have even had it happen myself. I think is could just be a performance issue, as sometimes it can just be slow to appear. But I think this could be on Microsoft's side rather than in our network. I'm not sure if this is a 'know issue'. Any ideas? Thanks Laurence This is how it should look when it's working.
Solved
Laurence Arbin
Sep 23, 2020 Place Microsoft Teams
12KViews
2likes
4Comments
Teams Call Queue - transfer call, recipient cannot hear caller
All, We have Teams call queues set up. An external caller dials the queue. One of four people in the queue answers the call on their Yealink MP56 or T55 phone. They then transfer the external caller by choosing a named user in Teams from the phones interface for searching Teams users. When the Teams user receiving the call answers...about 50% of the time, that user, and the original caller, cannot hear each other. The call shows as connected, but there is 'dead air'. Anyone else experience something like this? Thank you.
Solved
Scott_S920
Jun 17, 2021 Place Microsoft Teams
4.3KViews
1like
4Comments
Phone system: Upload .wav greeting to Call Queue
Uploading a 43KB wav file to a call queue greeting results in the error "We can't upload the audio file. Please verify the contents of the file and try again." Any idea what needs to be verified? The file plays the greeting on media player without issues...
Solved
svatturi
Jul 16, 2020 Place Microsoft Teams
15KViews
1like
4Comments