Feature request: Historical Agent Activity Timeline for Microsoft Teams Queues
Hi everyone, We're currently using the new Microsoft Teams Queues app for our IT Service Desk and are very pleased with the improvements Microsoft has introduced. One capability we feel is still missing is a historical Agent Activity Timeline. Today supervisors can only see an agent's current Opt-in/Opt-out status. There is no historical overview showing: When an agent opted in When an agent opted out Which agents were opted in at a specific moment Whether the change was made by the agent, a supervisor or automatically This makes it difficult to investigate: Missed calls Queue performance SLA deviations Staffing questions Incident investigations A simple historical timeline containing the timestamp, queue, agent and source of the status change would already provide tremendous value for supervisors and service desk managers. We've submitted this as a feature request through the Microsoft Feedback Portal: https://feedbackportal.microsoft.com/feedback/idea/2df346ee-bc89-f111-9b47-7c1e52444ef6 If you experience the same limitation, we'd really appreciate your vote. I'm also interested in hearing how other organisations deal with this today. Are you using manual checks, screenshots or another workaround? Thank you! Romain Weimer Head of ICT Operations and Support Witteveen+Bos
Teams Hotline (PLAR) Phones and Kari’s Law Compliance – Is Direct 911 Dialing Guaranteed?
We are reviewing Microsoft Teams hotline (PLAR) phones that automatically dial a non‑emergency number (for example, a security desk). It is unclear whether all Teams hotline configurations allow a user to manually dial 911 from the phone. Since Kari’s Law requires direct 911 dialing on MLTS endpoints, we’re looking for clarification on the following: Are Teams hotline/PLAR phones guaranteed to allow manual dialing of 911? Does this behavior vary by Teams certified device model? Thanks in advance for any help.
Teams Phone Mobile - Compliance Recording
Hello, I am working on building a compliance recording feature on Teams Phone Mobile. I have a specific scenario where I would like to get inputs from the community. Scenario: Enterprise customer has Teams Phone Mobile solution from the Operator with compliance recording enabled. If for any reason, Microsoft Teams is down the operator has built a capability at network level that the users can continue to do regular mobile calls. Questions: Considering, that the compliance recording is enabled for the Teams Phone Mobile user. Now, since Teams is down the recording bot won’t join the call, but the call still connects without being recorded. This would be a violation. Is this understanding, correct? If the understanding is correct, can this be controlled within the Teams security group policies, or the operator will have to control it at network level i.e. if Teams is down any call does not connect?
Teams Phone Needs 1st Party Call Center Native Dashboard Out of Box
We are a loyal customer of your Teams phone service, and we appreciate the many features and benefits it offers for our communication needs. However, we would like to request two important functionalities that are currently missing or inadequate in your service: Parked Calls and Call Center Dashboard. Parked Calls is a feature that allows us to place a call on hold on one device and pick it up from another device, using a unique code. This is very useful for scenarios where we need to switch devices, transfer calls, or collaborate with other agents. We know that you have some options for call parking in Teams, but they are not sufficient for our needs. For example, the Connect model requires us to use certified SBCs and Direct Routing, which adds complexity and cost to our infrastructure. The Extend model requires us to use Azure bots and Microsoft Graph Communication APIs, which are not easy to implement and maintain. The Power model, which promises to use an SDK to embed native Teams experiences in our app, is not yet available. We would like to have a simple and seamless way to park and retrieve calls within Teams, without relying on third-party solutions or complicated integrations. The Call Center Dashboard is a feature that allows us to monitor and analyze the quality and performance of our calls and meetings, using metrics and KPIs. This is very important for us to optimize our network, troubleshooting issues, and improve customer satisfaction. We know that you have a Call Quality Dashboard (CQD) for Teams, but it is not designed for contact center scenarios. For example, CQD does not provide real-time data, agent-level reports, call recording, or customer feedback. It also does not support advanced analytics, such as sentiment analysis, speech recognition, or natural language processing. We would like to have a comprehensive and customizable dashboard that can provide us with the insights and tools we need to manage our contact center operations effectively. We believe that having these two features as 1st party solutions in Teams would greatly enhance our experience and productivity as a contact center. We also think that these features would benefit many other customers who use Teams phone for their business communication. We hope that you will consider adding these features to your roadmap and prioritize their development. Thank you for your attention and support.
Handling Multiple Phone Calls in Teams
Handling multiple calls at the same time in Teams Phone is a very painful experience. Users often end up losing one of the calls. This there anything in the roadmap about addressing this? This is actually the main reason we are not deploying Teams Phone across our company.
Teams app crash when user use phone
Hello, We have an issue with a user who is using calling phone by number on Teams, Each call, Teams crashes and we are forced to cut the process We are direct routed We use Fslogix profil on on-prem rds2016 We have completely redone the user profile, We have updated the teams to the latest version, and tested the preliminary version : the problem is still there we have tested version 1.4.00.26376 and the calls work We have checked the configuration of the voice and license teams calls works on Teams web and Teams for mobile Thank you for your help Best Regards
