Allow call agents to answer the call directly without playing the music on hold for a call queue
With a call queue, music on hold is played until a call agent answers the call, but this is unnecessary, so I would like to make a call agent answer the call directly without playing the music in Microsoft Teams call queue.
Simon Dean commented
This is also an essential component when you have Microsoft MFA calling a queue. A Call Queue currently answers the call and the MFA starts speaking to music. However what you want is for the Call Queue to simply ring the appropriate agents and then only when answered by the agent, will the MFA start talking.
This is definitely required on a per queue basis.
Jeremy Friesen commented
Our customers are not used to music when they call us. They want to be directed to a person ASAP. Adding music appears to add several seconds to the answer process. Please change the process so the call goes directly to the first available person in the queue.
Yasuyuki Tsuchiya commented
Such kind of fundamental feature is must to replace existing phone system.
Mahesh Kakadia commented
To begin with, this feature should be optional to teams admins not default set. I'm wonder who approves this kind of request to be set globally across all tenants.