Make a call on behalf of a Call Queue
A call queue agent should be able to make a call on behalf of the call queue they are a member of. The calling line ID should be shown as the number associated with the Call Queue and not the agent's personal number.
Similar functionality existed in Lync and Skype for Business - https://support.office.com/en-us/article/answer-and-make-calls-for-a-response-group-in-lync-2010-d9182de9-32f6-492d-90cd-9bd0c0a390b2#makeacall
Andrew Gordon
shared this idea
19 comments
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Mark
commented
Hi, we have hotlines like this too and this would be a huge feature for us. We need to give the agents the option in their teasm call settings to switch between their personal numbers and the call queue number.
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Sand
commented
This is a really essential feature for teams in a hotline.
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Ragavendiran Ranganathan
commented
Please add this feature soon
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Daniel van den Hoek
commented
@Gilbert Aispuro
Looks like "Override the Caller ID Policy" is only for "users can choose whether to display their caller ID".https://docs.microsoft.com/en-us/microsoftteams/caller-id-policies
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Gilbert Aispuro
commented
Can't this be accomplished by creating a "Caller ID Policy" that has the feature enabled "Override the Caller ID Policy"?
"Override the Caller ID Policy: Allows users to set their own Caller ID settings within Teams. This only applies to outbound calls."
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Daniel van den Hoek
commented
I think it's currently in beta at Microsoft, check https://aka.ms/OD265 video starting at position 22:30 and/or slide 28 from the downloadable PDF.
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Patrick Hägler
commented
Please add this future. Right now I have a customer with a Mitel PBX, he don't won't migrate to Teams without this feature.
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Gwyn Thomas
commented
Same for Auto Attendants so that all users can display the main company number or for Operator dial out
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Helmut
commented
Absolutely necessary to have this option for Sales teams, HR and other service teams.
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Davis
commented
Yes please. I have rotating call queue staff and can't keep changing up their caller ID everytime they need to do call backs! At least allow people to choose their own caller ID from a list of options made available to them by policy?
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Denny
commented
This functionallaty is quite importent for every company with more then a hand full of people!
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Peter Altheimer
commented
It's important to have this as a core feature in Teams (as it was in S4B) urgently. Dealing with Caller-IDs is'n sufficient. Please let us know about the planning on this feature.
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Fanuel Dewever
commented
Musthave op korte termijn!
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M.M.
commented
I agree totally!
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Feng Li
commented
Hi, i agree with my colleagues here. It has to be implemented asap.
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M.G.
commented
Hello, it would be really great, if you got it implemented that in a timely manner. thx a lot and many Greetings.
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Mike Göres
commented
an important function for teams in a hotline!
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Derek Nathan
commented
This is a must have, the sooner the better.
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Martin D.
commented
If MS Teams really want to pretend to be the MS SFB replacement, this feature has to be part of it ASAP. We have a multi-lingual multi-region call center in EMEA and this feature is a minimum requirement for us to migrate from SFB to Teams.