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.
A. Raja commented
Agreed with the user who posted it. We are getting many complaints from our clients. The hold time and the music is unnecessary and confusing to callers. When can Microsoft make this change? This change needs to be a priority for Microsoft.
Colin Longman commented
Thanks for the feedback on wanting to be able to disable the music on hold entirely and provide ringing rather than just the current choice of default music or custom music. For calls that go directly to a call queue this is something that should be doable.
I agree with all. This feature needs to be controlled by the admin to either allow the on hold music or to remove it.
Not a professional way to handle a call. I hate this feature when I call MS support and I'm immediately on hold waiting for someone to answer my call.
Please change it ASAP.
rx _nine commented
Very irritating to listen to repetitive low bitrate music for hours. Im already on my pc atleast let me do something else while on hold....
Chris Warne commented
This feature is an essential requirement. With migrations from legacy on-prem PBX systems, the majority of callers expect to hear the phone ring tone when making their call, not to hear a partial ring and go straight to MoH. It can create the perception that the caller has immediately been placed in a holding queue, which is not the impression we wish to give. As an absolute minimum, we need to be able to disable MoH, so callers hear the ringing tone. We are not about to implement the work-around of a recording of the ringing tone, to play to our callers - that would not sync well and is a comedy solution! Please look to allow us to disable MoH as a priority. Thanks.
Lee Fishlock commented
+1 for this feature. Our clients do not like callers being given hold music during an initial inbound call. Very surprised this was so easily overlooked as any other system i've worked on has the choice
Clayton Lee commented
I agree with all of the below - there should be a simple option to allow ringback to be played rather than Music.
Having said that - you CAN upload a local "Ringback" recording - they are easy to find searching the internet - that can replace the music on hold so that it appears as ringing to the caller.
There needs to be an option to enable or disable this feature or be able to choose between music or ringback.
This would be invaluable for our business - we are small and therefore would appreciate clients and prospects being able to call and for the call to ring rather than be put on hold - if we are unable to accept the call for whatever reason, and they are on hold, they might think we have hung up on them which I feel is quite rude.
Enabliing or disabling of this feature is a must be for an admin, not all customers love having music played when peobple are waiting in a 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.