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.
Luke Page commented
I've had this from our account manager, it seems they never intended to support this feature:
I have had confirmation from the product group that this is not a feature they are planning to allow. The reasoning is that if an agent could forward queue calls, they could empty the queue by sending all callers to voicemail, to another user or to an external number.
You all need to complain to your account managers as it's ludicrous this is the stance they are taking. Also shows how little they care about uservoice that this was never updated on here.
Any e.t.a. on this?
Kannan Dharmalinkam commented
,you guys planning for last 1 year. great work microsoft.
Julie Triplett commented
Please expedite. We have 100's of call queues that need this feature.
Davis Thomas commented
Please expedite this request as this is the much needed feature from Teams call queues
Ionut Pop commented
This is most definitely a must for anybody using Call Queues and AutoAttendants - we need to be able to have our Agents take calls on their numbers set in the Call Forwarding options - especially now with all the remote work.
Nick Horton commented
Hi there, can you please provide an update or workaround, this is essential to our business.
The response from Alex was over a year ago. Is this still in the planning stage? Why is this taking so long to implement? If seems crazy this has been left out.....why would I want to forward my calls to my mobile, yet still want queue calls to come to Teams? It's bizarre that it is set up like this.
Roman Brunschwiler commented
I need to to include an external number into a call queue. At the moment I can only add licenced members to a queue. External phone number can only be used for a direct forward. When can we expect the solution of this issue?
Harrison Hughes commented
hi is there any update on this?
Agreed, this is a huge problem that needs to be solved. Are there any updates on this? It's been more than a year since the last update.
Makes Call Queues useless. Calls must follow users forwarding settings!
What is the timeline of planned?
Last update rom Alex will have its first anniversary this month.
It is a pity if the function "Redirect this call to External phone number" are available, but not working for numbers outside the tenant. This is not a feature request; it is a bug which should be solved immediately.
When is this feature coming?
Looking forward to this feature as well. It will make things a lot simpler and more effective for my company. it could be a feature that can be toggled on and off in the Teams admin portal for the individual call queue.
We also need this.
We are waiting since June! When its finally happening!?
I have had an open support ticket running for the last several weeks, waiting for troubleshooting/callbacks from the Microsoft tech, having to reschedule because the tech gets stuck on other calls and never follows up with me, just feeling like I'm being led along to a point where this would ultimately be fixed, only to find out this is a function "IN PRODUCTION", but then being told that this is "not added yet/not yet been tested to work". Why has this feature been in available to be configured since July, Microsoft has published KBs on how to configure it properly with correct external number formatting, but the feature is "not added yet/not yet been tested to work"? I spent hours and days and weeks trying to work with the Microsoft tech who just let me know that there is no resolution to this, and now my customer who has been patiently testing with me thinking this would eventually be resolved has to be told it's not going to work because Microsoft is putting features in production that don't work. I've been happy with how Microsoft has developed/improved Teams over the last year, but this situation has been very frustrating.
it is very important for us that the redirection can be set up to an external number