Marcin B
My feedback
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4 votes
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65 votes
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21 votes
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78 votes
This should work as in Skype on Business on Premise. The call from the queue should not be offered to an Agent if his status is not green. The most annoying is "do not disturb" status. The call is not toasting but at the same time is not offered to another agent.. The caller needs to wait 30s before the calls toast to another agent. If many agents are busy, away, or in "do does not disturb" state, the caller can wait for ages till the call toast at the green agent waiting for the call, who should get it in the first place. Without changing this behavior, the queues are useless.
Another big problem is that that only one call from queue is toasting at given time.
Imagine you have 200 agents in queue waiting for the calls and 200 calls in the queue. If the average pickup time is 10 second. The 200th call will start toasting to agent after 33 minutes. 200calls x 10 seconds / 60s. Where all the 200 calls should ring immediately to 200 green users. The queue are useless!
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242 votes
This has two parts:
Busy on Busy: This feature is released, please see the documentation below for admin configuration to enable this.
https://docs.microsoft.com/en-us/microsoftteams/teams-calling-policy
https://docs.microsoft.com/en-us/powershell/module/skype/set-csteamscallingpolicy?view=skype-psVoicemail on Busy – This feature is on the backlog. We’ll update when we have more details to share.
~Alex
The call from the queue should not be offered to an Agent if his status is not green. If many agents are busy, away, or in do does not disturb state, the caller can wait for ages till the call toast at the green agent waiting for the call, who should get it in the first place. Without changing this behavior, the queues are useless. This shoud work exaclty as in Skype for business on-premise