Call Queues should follow call forward settings
I don't understand why this isn't already the default setting. When a user sets up call forwarding in their client calls that come from a Call Queue should be treated like any other call. It should forward to the number they want to receive the call on.
Thank you for your votes and comments on this, the team is planning out this work. We will update when we have more to share.
Andreas Heinke commented
this needs to be configurable.
Central admin to "enable"/ "disable" the feature on a CQ level with a option to let the client override setting side, or prohibit.
Best would be for the different cleint option for Unnanswered, Forward and Ring Also
in some cases it is problematically and it's not useful to allow the user the forwarding.
e.g. Enabling Also Ring to a Mobile and the Mobile is turned off or out of range. This means the Mobile Carrier Mailbox is answering as first responder to the CQ, and nobody else can catch the call.
Jordan Nguyen commented
Not sure if anyone has noticed but in AA and CQ, there is now an option to forward calls to an external number.
Since MS doesn't allow routing to external numbers, "Standard practice" doesn't apply in this case as a poster put below and interrupting the queue. What if I have a reservation line that is another phone number by a third party that answers calls for us? Can't do it!!! Not just call queues, but AAs as well. If you have a user setup to be in the queue in Teams, then setup forwarding, it just rings the phone, and doesn't forward to an external number. Same with the AA not being able to forward to external numbers. Ridiculous MS. So the only work around is a licenses full blown user for O365/Phone System and Dial plan, then setup Teams fake user to forward calls to external number when an option is selected. But this doesn't address the call queue issue as mentioned above.
Call queue should have forwarding to an external number , This is very basic feature and call queue should have voice mail also..
Tim B commented
Call Queue calls should always ignore personal settings on the lines so that one person does not interrupt the desire call routing for the entire team. This is standard practice on many voice platforms.
Bill Hoffman commented
I understand that it's standard practice, and there is risk as far as experience goes, but there are situations where it's appropriate and NECESSARY. Not having the option is a silly limitation.
Ryan Birch commented
I agree with this suggestion, and there are some use cases where this makes sense.
IE: for a company that has a toll free 'technical support' number. During business hours, the call queue can ring a group of technicians, and if they don't answer, forward to standardized "support" voicemail - which may then generate a ticket in your ticketing system for tracking purposes.
After-Hours however, the call queue may go to a single technician (on a weekly rotation), and that technician wants to forward (or simultaneous ring) calls to their mobile phone - in case they're out and about with their family/friends on weekends, etc. However, if they don't answer their phone, the call queue would continue to the next step - forwarding to that support voicemail. By taking away the ability to call forward/simultaneous ring from a call queue, the only option left is to use the 'after-hours' section of the auto attendant. This works, but then you can't forward missed calls to the 'support voicemail' - it would use the technician's 'personal voicemail', which is IMO - not a professional way of doing things - as James Arber mentions below. As well, you can't generate a support ticket if a customer leaves a message.
At this point you might be thinking "just answer the calls on your Teams mobile app" - which seems reasonable - except that we've experienced major call quality issues using the Teams app (and Skype for Business app previously). IE: one way calls, no sound at all, etc. I've heard others online complaining about this as well, so until the app is more reliable, it's not a great solution either.
James Arber commented
This is standard practice to ignore call forwarding settings and has been since the early days of OCS. The issue with honoring Call forwarding settings for RGS/Call groups is that a single user can forward their phone to their mobile. Suddenly all the calls waiting in that queue end up on the mobile voicemail. Not a great customer experience.