Call Queue Opt In/Out Based on Status
If my calendar says I'm in a meeting, or if I'm away, etc, Teams changes my status accordingly. This should also change my call queue status.
If my status is Busy, Away, DnD, I should be automatically taken out of any or all of the call queues I'm a part of.
Ideally this should be a per-queue setup option. Along with giving call queue agents the ability to opt in/out, there should also be an option for status-based opt in/out.
At a minimum, Call Queues should not actively ring agents' desks when they are in another call. We use attendant mode so all agents ring simultaneously. But if you are in a call already, Teams is ringing in on your call until someone else answers it. Very annoying and hard to hear your caller as the volume is not muted on the ring at all.
Marcin B commented
This should work as in Skype on Business on Premise. The call from the queue should not be offered to an Agent if his status is not green. The most annoying is "do not disturb" status. The call is not toasting but at the same time is not offered to another agent.. The caller needs to wait 30s before the calls toast to another agent. If many agents are busy, away, or in "do does not disturb" state, the caller can wait for ages till the call toast at the green agent waiting for the call, who should get it in the first place. Without changing this behavior, the queues are useless.
Another big problem is that that only one call from queue is toasting at given time.
Imagine you have 200 agents in queue waiting for the calls and 200 calls in the queue. If the average pickup time is 10 second. The 200th call will start toasting to agent after 33 minutes. 200calls x 10 seconds / 60s. Where all the 200 calls should ring immediately to 200 green users. The queue are useless!
Agree this should be done. If you are in a meeting, away, or set as do not disturb you should be taken out of a call queue.
Trent Rhoden commented
Agreed! We have an issue where we have on-site technicians that are part of a call queue and continue to receive calls when out of the office. This forces the technicians to put themselves in DnD status, which also disables alerting for messages through Teams. This needs to be fixed asap or allow DnD to only apply to calls not messages/alerts.
This should be a no brainer!
MS says for Serial Routing: "want skip agents who are offline, have set their presence to Do not Disturb, or have opted out of getting calls from this queue."
That is completely inadequate! Callers coming through a call queue (central phone number) are offered to agents who can not answer the phone at all, as they e.g. are in break or in a meeting. Only after the defined expiry time (at least 15 seconds, about 3x ringing), the caller is offered to the next agent, which may not be available too. This creates very long and annoying waiting times for the caller. Currently, the only way to quickly accept a caller is to put routing on "attendant", where all the agents ring at the same time. An absolute horror for employees! When a call comes in, it rings immediately ANYWHERE!
We have a team that uses Teams mobile app, which, if they are in the queue will ring before and after their shifts which is not ideal, they have to log out of their apps but they use it after hours for other work related things, just not wanting to have their mobile phones ring for every queue calls even during their shifts.