Presence based Call Queues/Groups
In Skype for Business on-prem Response Group Groups presence based routing methods:
Longest idle - to offer a new call first to the agent who has been idle the longest (has had a presence of Available or Inactive in Skype for Business Server the longest) .
Parallel - to offer a new call to all available agents at the same time, the call is sent to the first agent who accepts it.
We use these extensively and can't migrate to Teams without finding a replacement. Please add this functionality to SfB Online and Teams Call Groups.
Narasa Sarat Medapalli commented
The Option is there today, not sure if that is working as intended. We have Attendent routing with Presence-based routing and still calls ring to the agents who are away or Busy.. This is not good.
Marcin B commented
The call from the queue should not be offered to an Agent if his status is not green. 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. This shoud work exaclty as in Skype for business on-premise
Oliver B commented
I fully agree with Joachim Wältermann. A call from a queue must under no circumstances be offered in the presence state Away. This is a basic feature which was available with SfB On Prem all the time.
Joachim Wältermann commented
Roundrobin is available now. But not all statuses are considered. You also get calls from the queue when you're yellow, away, busy. Only Donotdisturb and offline skips the agent. A call from the queue should only be offered to avaiable agents. Everything else is nonsense.
Impossible to run a Call Centre without Longest Idle, Round Robin call routing features.
Routing features are available with SFB OnPrem and not on SFB online?
Will this be added to Microsoft Teams ?
Surely its not that hard !
Without Longest Idle, Round Robin or Agent Priority setting its impossible to evenly distribute Call Centre Calls.
S P commented
In addition, by presence based routing, it should respect when you are in a call and not send you another call like it currently does. This causes an agent to be flooded with calls even if they are currently in a call.