Opt in and out call queue's using / command
Let users/agents be able to Opt in and Out call queue's using the Teams Client. Ideally using the / command option.
Now they need to use https://aka.ms/cqsettings
Need this, but at admin side: admins must be able to check status and be able opt-in/opt-out users on their behalf, using powershell.
Need this! Make this easier to access through the Teams interface, and also provide some basic reporting. Managers HAVE to know the status because employees all end up opting-out.
I set myself up as an agent in two queues. The problem I am having is when I go into my TEAMS app and see my queue options. I turn both ON but as soon as I click on something else and go back to Setting/Calls, I am only ON in one queue and not both. Can you be an agent in more than one queue?? Please advise. Screen shot attached.
What's missing now is the ability for a manager to see who's currently opted-in/out of a particular call queue. So if all your helpdesk folks have opted out there are no calls coming in and the boss thinks everything is hunkidory!! Until an irate customer calls the front desk and moans about the failure to get hold of the Helpdesk!
Unfortunately for us, until there's a way for the manager to see who's in or out we've had to turn off the ability to opt-out and manage the shift changes via the CQ group memberships which isn't ideal by any means, taking into account the challenges around propagation times and the inherent flakiness of the Teams telephony in general.
OK rant over!
Rob Dinnissen commented
This has been released for the Teams desktop Client as part of user settings. This feature is not yet available in the Teams App for Android/IOS.
Jason Garrett commented
It's difficult explaining to clients that they are unable to opt out/in via the Teams Client. It seems crazy to them.
Jim Stanis commented
My organization is planning on Migrating our entire phone system to Teams. Users will need to be able to control there call queue status from Teams.
Mike Russell commented
Yes, please. This seems like a fairly simple thing to add to the Teams settings page. Even if it is just a link to https://aka.ms/cqsettings. (Like it basically was with SfB.)