Call Queue answer on SIP devices

Question

Hello,

I created a test Call Queue using an external number (from Microsoft) and created a Teams channel for agents (3 user in it, one of them has an external number assigned).
The Teams application was handle the incoming call but the connected Yealink SIP device (signed in the 3rd user with external number) not ringing. (This user is member of the Team)

The direct call to the SIP device is works as expected.

Is it possible to add this device to the Call Queue as agent? (using Attendant routing - all Teams agent can handle the call).

BR,
Istvan

Answer 1

Hi @István Erdélyi

Is it possible to add this device to the Call Queue as agent? (using Attendant routing - all Teams agent can handle the call).

I am afraid it is not supported now. The official document did not provide the way to add the device as agent to the call queue. Agents who receive calls from the call queues must be Enterprise Voice enabled online or on-premise users. In addition, if the call queues are using Direct Routing numbers, agents who need to conference or transfer calls also require:

• An online voice routing policy assigned if the call queue uses transfer mode
• An Audio Conferencing license or online voice routing policy assigned if the call queue uses conference mode

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