![]() ![]() But since I've been missing it for some 11 years I don't think it will be added sometime soon.Ĭheck out Tendfor, or Competella, both allowing just that. Prerequisites: PowerShell is installed on your computer. Creating Teams Call Queue Using PowerShell. Below we have explained two methods of creating Teams Call Queue. Handling options for queue overflow and timeout. Call routing - in First In, First Out (FIFO) order - to agents. You can choose between presence-based routing and other options for agent selection, exception handling, and authorized users. Music while people are waiting on hold in a queue. A call queue routes callers to agents who can help with a specific issue or question. ![]() Totally agree, there should be a settings how to handle calls when no agent is available. Learn how to set up a call queue in Microsoft Teams using the Teams admin center or PowerShell. To solve cases like these I use third party tool from Tendfor, that gives you all these additional settings that MS is missing, allowing you to use Teams as a real call center. Presence-based routing: Generally, this will stay enabled, makes it so that agents who are in 'Busy' or 'Unavailable' status will not receive calls to this queue. Regardless of how you configure the call routing within a queue/group, and regardless of how many agents in the group and their status (DND, in a call, offline etc), the caller will stay in the queue listening to the on hold music until the specified timeout.Įven if you use attendant routing (that doesnt care if you already have a call), and even if all your agents are totally offline, the caller will stay in queue until the specified timeout. If Busy on Busy is enabled, but no Presence based, no conference mode, then the call queue will skip agents who are in a. Yes, this has been the behavior on call queues in Teams, Skype for Business and Lync since launched back in 2010.
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