If you’re coming from the Skype for Business world and are familiar with Response Groups, you’ll notice some similarities with call queues, and a few differences. This is annoying, so sync up those timers to get rid of this. If you have an agent alert time that’s less that a queue timeout value and you’re using Attendant mode, all of your agents will ring for the alert time, then ringing will stop, and then it will start again. If for some reason an agent is offered the call again – maybe they’re the only ones that are Available and you’re using presence based routing – the ringing will stop briefly and then start again. Agents will see the call come and then go. When cycling between agents, the caller doesn’t notice anything different in the ringback that they hear. For example, if your queue timeout is 20 seconds, but the agent alert time is 15 seconds, the first agent will ring for 15 seconds, then the next agent will ring for 15 seconds, then the timeout action will trigger.
TEAMS CALL QUEUE NOT RINGING AGENTS FULL
If you have a timeout configured for the queue, the timeout action will only take place at the end of a full agent alert time. Ring an agent for x seconds, and then move on to the next agent, again for x seconds. (And choosing Team here is an entirely different set of blog posts!)Ĭall Agent alert time seems straight forward enough. There’s no way to prioritize agents in a group, or in multiple groups. That’s in another spot in the Call Queue configuration in Teams Admin Center, and it gives you three options:įor round robin and serial, you will want to add only users here.
TEAMS CALL QUEUE NOT RINGING AGENTS SERIAL
Round Robin and Serial routing need to have an ordered list of agents. There’s no point in ringing a helpdesk agent who’s on a call to take another call! On the other hand, if your agents are less calendar focused, perhaps they’re helpdesk staff, then presence based routing would make sense. Turning presence-based routing off would make sense here. Perhaps they’re staff at a Microsoft partner and have their time allocated for various projects and tasks throughout the day, but need to be agents in a support queue. This could be a legitimate scenario and a good use of the overflow options (to another queue or to voicemail, perhaps), but is probably sub-optimal if all of your agents have items populated in their calendars. Why? They were all either in meetings, or had populated their calendars, causing their presence to be “busy” or “in a meeting”. One has been bitten by having a Call Queue trigger the timeout action because no agents were available. Presence-based routing is a hot-topic for some of my colleagues. Let’s cover those, and provide a few tips and tricks to make life easier. In the first of those, I mentioned that there are some gotchas that can cause you some pain. The last two posts covered the options available for distributing calls to agents in a call queue.
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