Transfer / Dial the call to any existing queue or speed dial number
not possible to transfer calls directly to existing queues which are internally.
For example the service desk gets a call and wants to transfer it to the "2nd level support queue"... they need to know the names of the employees there instead of transfering easily to the existing queue
As workaround I tried to save the number into my speed dials. nevertheless I wasn't able to dial the call to the Queue number
The user should be able to search the queue by name of the queue
Jessica Stevens commented
What is really frustrating is that our operator has to transfer any calls to our call centers (not on Teams) via dialing the entire 10 digit phone number, and then the speed dial that she programmed for that number pops up, and then she has to click the speed dial. She can not transfer just by entering the name of the speed dial. She cannot do her work this way.
If its a auto attendant or call queue you want to transfer to that you are not a member of and cannot search for in the transfer field try this workaround setup in advance (for repeat scenarios). 1. Call the PSTN number in Teams, once connected to the AA or CQ hang up. 2. Go to call history where you should see the number now authenticated to the name of the AA or CQ. 3. choose add to speed dial from the call history line. That's the setup done... Now when you get a call to any call queue and want to transfer to this specific aa/cq in speed dial you hopefully can search by name. Its a bit of a work around if it works but worth sharing hopefully to a few people.
Wim Groffils commented
Alex Carlock commented
We're starting to get more advanced with our Teams usage and it's surprising to me this doesn't work already. It may slow down our rollout of Teams calling for our Managed Services support organization.
it seems that you can only transfer to a Call Queue you are a member of. The ability to use queues in voicemail is very nice
Teams Evangelist commented
this does need to be more reliable, as currently it has been fixed twice in the last year for my Company, but it has now reared its' head again!
it seems for me that you can only transfer to a Call Queue you are a member of again...
I think it might be easier to nail one foot to the floor...
Rob Pidgley commented
No It hasn't . We're working round it by internally publishing the phone numbers linked to the call queue and then getting the users to copy & paste when transferring to a call queue.
Transferring to individuals works fine by search.
Rob T commented
I assume this hasn't be resolved. We were evaluating using Teams for our new phone system and this is actually a deal breaker for us!
Eddie Chatburn commented
Danny, that only works if you are a member of the call queue itself, and even then does not allow you to transfer properly.
Rob Pidgley commented
I have searched for the resource account name attached to the call queue but cannot see it when doing a consult & transfer
This feature exists - if you select transfer you can search for the name of the Resource Account that is attached to the Queue. It appears that you need to type in the first 5 characters to get the Queue to show up as a transfer option.
Business needs the ability to transfer from an individual to customer service (a defined queue). Let's say a customer calls an individual but needs customer service. What do I do without this feature, tell them to hang up and call back?
Eddie Chatburn commented
Drew Holliman commented
Commenting to get another bump on this post. This issue needs more visibility. My company has switched to Teams telephony entirely and we definitely need this as a feature.
Our phone operators, administrative assistants, and IT team need this feature in order to smooth out our workflow. It's very cumbersome to have to add each person to the list of potential callers to transfer.
Really need a response from Microsoft on this.
Clay Gravil commented
Again, a completely basic feature of any PBX system that is being ignored by MSFT. We need this feature.
We need this feature as well and is standard in all our PBX systems. Would be great if we could use the AD telephone number extension feature (e.g., 5551112222;ext=123) to assign an extension to a Call Queue. Then users could dial the call queue from the auto attendant. Goes alow with what your saying -- need ability to transfer or dial the call queue directly. NEED THIS PLEASE! I can't figure out a workaround.
This feature is standard in any basic level PBX.
I've spoken to Microsoft about this & they say it's not planned on the roadmap.
All I want to be able to do is answer a call then transfer it to an internal call queue.
As a work around, owners of the queues can transfer calls to the resource account associated with the Queue, but this is too messy & would require all users to be owners of each Queue.
Microsoft say this workaround will be patched so it no longer works, but cannot say when.
Can't believe the development team didn't think transferring to a queue or hunt group (cisco terms) was a required feature!
Same here, we need this feature.
Michael Towner commented
Same here. Work Around so far is to transfer by PSTN Number only
Christopher Royall commented
I have a customer with the same issue. Only difference is that there is no number assigned to the queue as it is an internal team only.