call queue

16 Topics

Adding an external number to a teams call queue
Hi I am trying to work out if there is a way to ring an external number as part of a call queue or teams voice enabled teams group? I have tried to read up on it but cannot find a definitive yes or no. thanks Tim
timb551
Jan 19, 2024 Place Microsoft Teams
5.7KViews
0likes
5Comments
Call queue behavior when all agents are away
I can not seem to find any information on this. Basically we have a small call queue and when both agents are away we want the incoming call to go straight to VM instead of waiting for the call timeout. We tested using the toggle to remove from the Queue call but the call just went to hold music. Any suggestions or work arounds?
IntuneDetuned
Mar 14, 2023 Place Microsoft Teams
4.2KViews
0likes
5Comments
Teams Auto Attendant & Call Queue Historical Report
Hello everyone, We are slowly moving some of our hotlines to Teams, so I was searching for a way to get the data effectively. With this, I came across the PowerBI report https://learn.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports. Sadly it seems the data source https://api.interfaces.records.teams.microsoft.com/Teams.VoiceAnalytics/getanalytics is no longer valid. If I try to connect to it, I'm getting error message: Web.Contents failed to get contents from 'https://api.interfaces.records.teams.microsoft.com/Teams.VoiceAnalytics/getanalytics?query=**** (500): Internal Server Error Do you know what is the correct data source which should be used? I do have access to Teams admin center and QER (Microsoft Call Quality data source) report without any issues so this should be a problem of the incorrect data source. Also is there a way how to display a full E164 number in the call history? It seems the last four digits are always replaced with stars which I suppose is due to privacy. Thanks. Best Regards Lukas
Solved
ThePorek
Nov 08, 2022 Place Microsoft Teams
14KViews
0likes
6Comments
Adapt Teams Call queue for VIP users
We are using an auto attendant and a call queue with a voice enabled channel for the IT Service Desk. Is there a feature to favor specific users if they are calling in for instance. Or any possibility to adapt the call queue and prefer VIP users? Thanks
Thomsch
Sep 23, 2022 Place Microsoft Teams
1.4KViews
0likes
1Comment
Fail to assign "Dial Plan" to Call Queue and Auto Attendant
Suddenly, I noticed Dial Plan can't be assigned to resources accounts, Call Queue and Auto Attendant. Might I know what is the common reasons and how to troubleshoot the following issues? Dial Plan can't be assigned :
nicesiuhung
Apr 06, 2022 Place Microsoft Teams
1.2KViews
0likes
1Comment
Select a "Caller ID" as "outbound Caller ID" from Call Queue and Auto Attendants
My PSTN connectivity is using "Direct routing" instead of "Calling Plan". and I saw the following document and it stated "Agents can select which outbound caller ID number to use with each outbound call they make". https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue Also, it mentioned in the following discussion: https://techcommunity.microsoft.com/t5/microsoft-teams/teams-call-queue-agent-outbound-number/m-p/2037035#M80835 However, when I make same procedure for Auto Attendant, it failed. Is it only applied to "Call Queue" ? Not for "Auto Attendant"?
nicesiuhung
Apr 06, 2022 Place Microsoft Teams
16KViews
0likes
3Comments
Transfer call in call queue
Hi everyone, The problem we are facing with the call queue is that we can’t transfer calls to the call queue, what can I do to make this work? Thanks
ayenco
Jan 03, 2022 Place Microsoft Teams
4.6KViews
0likes
4Comments
Call Queue
Hi Guys, The problem I having with our call queue is that we can’t transfer calls to the call queue. The call queue itself is good but only the transferring of calls doesn’t work, any help pls?
ayenco
Jan 03, 2022 Place Microsoft Teams
848Views
0likes
0Comments
call queue not working properly
Hi, We are having issues with call queue, when colleagues try to connect with the call queue they can't find it in teams. older colleagues can find the call queue but new colleagues can't, is there a way to let new colleagues connect to the call queue?
ayenco
Jan 03, 2022 Place Microsoft Teams
2.6KViews
0likes
1Comment
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
4.5KViews
1like
4Comments