How to hide auto attendant routing path from user?
Hi, I designed an auto attendant / call queue routing for our service desk. Basically, the entry point is always the AA. During business hours the call should be routed to the CQ. After hours and on holidays the caller should hear an out of office message and be disconnected. I created an AA resource account SVC-Teams-AA__Service-Desk with an on-premises phone number, and a CQ resource account SVC-Teams-CQ__Service-Desk without phone number. The problem is, that the caller can see that he is being redirected to the call queue and if he's smart, he will just call the CQ directly, skipping the call routing entirely. He is able to follow the redirection in the client, meaning that he first sees that he called SVC-Teams-AA__Service-Desk and seconds later he sees SVC-Teams-CQ__Service-Desk. After the call is finished he has both call queues in the recent chat view. As I explained, this is a major drawback. Any ideas how to hide the routing path from the calling user? He should always and only see the auto attendant he called.
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?
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"?
