voice routing
2 Topics
Adding a comfort message to a call queue
Hi All, I have a client who has a need for a comfort message when callers wait in the queue for a specified time. For example, the call enters the queue and waits for 20 seconds, then hears a message stating 'All our agents are busy helping other customers at the moment, please continue to hold', and then the call continues to ring until answered. I'm not sure this can be done on Teams Phone, however I just want to double check before advising the client. Thanks! MitchellSolved2.4KViews0likes5Comments
Direct Routing - routing outbound calls based on SBC rather than dialled number...
Hi This is a bit old fashioned but we have 3 SBCS connected to Microsoft Phone System within our Teams Admin Centre / O365 tenant and we are trying to shape our outbound voice routing policies to simply try SBC#1 and SBC#2 in that order, rather than looking at the dialled number to decide which SBCS to use. It appears that MS Phone System outbound routing policies (what I would usually call trunks and trunk groups in PBX language) don't really allow for this. It feels like the only priority ordering exists for all policies together, when we want to put a user in a policy that simply tries 1 of 2 SBCs geographically local to them and nothing else. Am I just looking at this all wrong or is there a way to simply shape a Policy to try 1 SBC then another regardless of what number they dial? Currently we simply look for .* as the dialled number and pass it through to the SBC and then the SBC shapes the call accordingly. This works fine for us, but whatever we do, we cannot get it to try the second SBC if the first one is taken administratively offline.... ThanksSolved7.4KViews0likes7Comments