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.
Fabio Strincone commented
Why you do not just implement a feature in to the call queue configuration like:
"when all Users are opt out, then go straight to..." and you add a "Redirect to..." dropdown like you already have for the "When the maximum number of calls is reached" option.
so we could at least handle the routing of a support queue for specific events or meetings.
Colin Longman commented
Hi Luke. We do care about UserVoice. I had asked that this information be updated earlier this year but didn't follow up to see if that had been done so my apologies.
As you've noted, our reasoning is that one agent could forward their phone to something like voicemail or an external number and that would result in emptying the queue and preventing the other agents from handling calls.
If users are working from a remote location is there a reason they can't use the Teams client (desktop, mobile or web)?
Would greatly appreciate hearing from you and others as to the use cases for allowing queued calls to follow an agent's call forwarding settings.
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!?