manage who receives calls for call queue using microsoft shifts
We use Microsoft as our phone provider which routes calls via Teams. We have one Team for the in-bound call queue for our main line. We have a small group that accept calls from 7 to 8 AM until the 8 AM shift arrives. Right now we have to use MS Automate to add and remove users from this team / group, however there is terrible lag in when you start receiving or stop receiving calls. I would like to see this integrated with the already present Microsoft Shifts. So if you are on a shift you only receive the calls during that time frame.
This would be a great feature! Seems there is currently a Presence/Status based option for users to start/stop receiving Calls, seems maybe just Shifts driving the proper Presence/Status for a user may suffice. IE Punch In/ on Shift Status=Available, Punch Out /off shift=Offline or DND. Punch Break = Away.
Sebastian Kigelman commented
Would be GREAT to have this functionality enabled in Teams!!!
Magnus Ström commented
This idea is near identical to what I had drafted as suggestion :-)
In addition to Lucas text I would like to add my thoughts on implementation:
The functionality shall be enabled/disabled on call queue level, and be overridden by user option to sign in / out during a shift. Next change - shift start/end shall set the status again.
Mark Dixon commented
This would be a real benefit to call management for our customers - we have a specific requirement for shift based call routing to support multiple use cases.