Allow Call Queue agents to reject calls
When all agents in a PSTN call queue have explicitly declined/rejected a call, all agents are "redialled" and receive the incoming call for a second time. The caller remains on hold during this time.
This is not ideal behaviour. If all agents have declined a call, we want to be able to perform an action (e.g. redirect to a recorded message and disconnect the call, or redirect to voicemail, or redirect to another call queue).
To be clear, if all agents are busy on existing calls, we want the caller to continue to be on hold until an agent is available.
The issue we have here is only when all agents have declined/rejected the incoming caller.
Jim Larsen commented
Is anyone at Microsoft listening?? This behavior is ridiculous and has been a problem for at least 1 1/2 years. What was Microsoft thinking when they designed it this way? This is a glaring problem with how the system works. An agent should by default NOT GET ANOTHER CALL from the queue when they are already ON a call from the queue. And if MS insists on passing along another call notification at the very least let the agent DISMISS THE RINGING CALL AND HAVE IT STAY GONE. This one ridiculous issue causes us to have to implement inconvenient and clunky workarounds, like setting presence-based routing (which causes issues if a person has a meeting on their calendar, so they have to remember to set their status as available if they want to get calls during that meeting), or set busy-on-busy, which is also ridiculous as it is an all-or-nothing setting that disables call waiting for the user across the board, even when they are on a call not in the queue. FIX THESE TYPES OF GLARING PROBLEMS, MS!
Encountering this same issue as well. If all agents have declined the call, I want it to redirect to voicemail instead of dialing all agents again and again until the timeout is reached.
Erin Wilcosh commented
The work around is to set busy on busy, so that it's status based, if they're in a call it bumps to the next agent and eventually to voicemail. But our problem is we have a call queue as different people sign into it at different times of the day, but only one agent is on at a time. So this means our two options are either
A - you get bombarded with calls, and can't quiet them, and they never stop ringing until the caller gives up, or you answer the call. You can't quiet it - or send to voicemail.
B - you set to status based, which means if you're in a call the next person automatically goes to voicemail after 30 seconds, even if you hang up in that time, it never rings you. So now you can only take one call at a time, and even if it was fast, you're going to have a voicemail to answer, or several...
Each call is different, sometimes it's a quick transfer, other times it's more involved. It's hard to decide here which option to use. We need an option where the agent can choose what happens to the next incoming call, and it definitely needs to be silenced so as not to interrupt.
Peter Almer Frederiksen commented
The root cause of the problem is that Teams rings loudly when new calls enter the queue, while the attendant is on a call. It should be silent and only visually show the calls waiting in the queue, or just give a short beep. If that was the case, rejecting calls will seldom be needed, as the overflow setting will handle it is too many calls comes in.
Our users are experiencing this issue also
Bumped into this issue too.
Also having an issue with this. Does anyone have a solution?
Having a major issue with this at the moment, this really needs fixing.
I agree - if an agent has declined a call as they are currently busy, I don't think the same agent should receive the same call again. If all agents have declined the call, it would be nice to send this to Voicemail - in a similar way to call time out handling or call overflow handling.