call agent list
When using Teams for Call Queue and selecting Serial Routing, you cannot rearrange the Agent Call List order, and it will always call the admin first if they are a member of the queue (confirmed by MS Support).
The reason for using Teams (instead of Users or Groups) is to enable the Teams application interface (dial pad, wiki, call history, etc.)
Within the application, it allows this configuration to be made, documentation does not state that it is not supported, and again the embedded help states the following when selecting “Serial routing” after selecting Teams "When serial routing is used, incoming calls will ring call agents one by one, starting from the beginning of the call agent list."
Therefore I submit that there is a bug in the application which is either:
- Serial Routing is NOT supported in Teams. If so, then “Serial Routing” should be disabled as an option after selecting to use Teams, or
- Serial Routing should work when selecting Teams. As such the software is not handling the scenario accordingly.
Product Management should be presented with options 1 and 2 in order to make a determination about the future of the MS Voice product.
Either way, it is a bug, and I would like a clear answer so that I can make a determination as to if I will continue to use the service or look at another solution for our queue handling.