Call Queues - Respect User Account Status
Users apart of a group set up as the call agent inside a Call Queue should have the ability to set their status as "Away", "Do Not Disturb", "Busy", etc. in order to automatically deny incoming calls and have the call queue ring the next available person instantly.
Currently, if a user in a call queue is set to "Do Not Disturb", the call queue will attempt to ring the user for the amount of time set by the "Alert Time" property in the call queue but the user will receive no indication of being called; this 'silent' ringing increases call queue wait times as the call queue will ring the "Do Not Disturb" user without notification before moving onto the next (potentially) available call queue member.
There is a huge problem with having users attached to multiple call queues (regardless of routing method for those queues) where users will receive simultaneous calls for each queue they are attached to that has a call waiting. This is a 'showstopper' for us as seems completely unmanageable from the users perspective. MS support have said this is expected behaviour as each call queue acts independently.
This means in practice, even with presence based routing on each call queue, the user can receive in theory simultaneous calls for as many individual queues as they are attached to if those queues have a call waiting e.g. if the user is in 5 queues busy queues and goes available they will be offered up to 5 simultaneous calls at the same time as are technically 'available' and each queue offers a call to the user at the same time.
I urge Microsoft to change this, create some sort of signalling so even if the user is attached to 50 busy call queues they are only ever offered 1 single call at a time.
Furthermore when no one is present in the queue (or everyone has opted out) the call will only go to the voicemail after the time out has expired. It should go to the voicemail immediately when no one is present in the queue.
Are there anyone else still experiencing this issue? It seems really inconsistent right now when we are testing queues.
Brandon Charpentier commented
I agree with the original poster. Queue calls should not interrupt calls already in session. If not 'available', should not be available. Another work around is to set call forwarding. With call forwarding set to an outside line, the call distribution will skip the queue member.
Nathan Sanders commented
Agree with this Call Queues & DND issue.
I find it bizarre that when set to DND, a user will still tried to be called in the background if they are a member of a Call Queue. They are not skipped as per every other phone system I have worked with.
This is an issue on a busy Helpdesk as it increases the time a customer waits before their call is picked up.
The Opt Out of Call Queue is useful, however it's too long winded to do each time they leave their desk, and also hard to mange/police for their Manager should they not Opt Back In when they return to their desk.
This is a lame attempt to make this work. Simply, only "AVAILABLE" agents clients should ring.
One awful work around is to allow user to remove themselves from the Queue. Once removed from the queue their client would not ring
Libby Mace commented
I agree 100% I was going to post that while on an active call queue call user should NOT receive an incoming call queue call OR any other type of call -