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KeepingITreal
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Joined 7 years ago
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Re: Answering calls when call queue agents are unavailable or away
You can still set the CQ Agent alert time as 15 sec and the CQ Time out to 15 sec. It may say it "should" be greater but it will save from my experience. Also, you could try utilising the fairly new CQ Exception handling section, there you can set a condition to redirect calls if no agents are signed in or have opted-out of the CQ (Agents need to be proactive and set Teams presence or opt-out of CQ when they are unavailable to help this work best). Example: Ref. https://learn.microsoft.com/en-US/microsoftteams/create-a-phone-system-call-queue?tabs=call-exception-handling#no-agents-optedlogged-in-set-how-to-handle-calls-when-no-agents-are-optedlogged-into-the-queueRe: Cant add 000 to Teams Emergency policy - Calling Policies
Hi AshJor, Did you have any joy with this? The most important thing is to test that 000 works via Microsoft Teams in Australia for you or your customer. Here is a the test procedure to follow in Australia: Ref. https://www.commsalliance.com.au/__data/assets/pdf_file/0003/1884/Procedure-for-making-Test-Calls-to-Emergency-Codes-000-September-2020.pdf 000 is unique to Australia. Ref. https://en.wikipedia.org/wiki/List_of_emergency_telephone_numbers#Oceania The Australian Communications and Media Authority (ACMA) states that when a call to 000 is received by Emergency Services from a Mobile or VOIP service "The operator will ask you for the town and state you are calling from. This is because you may not be at your home or billing address." Ref. https://www.acma.gov.au/emergency-calls Here is some more detailed information on how Teams/VOIP emergency calls are handled by the service provider: https://www.commsalliance.com.au/__data/assets/pdf_file/0009/1017/CA-VoiceOverIP_Emergency-Services-24Oct06.pdf Note - Dialling 112 from a fixed line telephone in Australia (including payphones) will not connect you to the emergency call service as it is only available from digital mobile phones. Ref. https://www.triplezero.gov.au/triple-zero/other-emergency-numbers#:~:text=Australia%E2%80%99s%20primary%20emergency%20call%20service%20number%20is%20Triple%20Zero%20(000), It maybe be until Microsoft fix the internal validation rules for Emergency dialling string, it wont be practical to have a Teams Emergency Calling policy. Hope to get an update from you and if I learn more I will also add it to this message 🙂
