How to manage queue voicemails, Teams Telephony

Ed Newman 186 Reputation points
2022-11-03T16:50:29.35+00:00

Hi All, I am look for advice on how other people handle Teams Telephony Voicemails for queues.

Our scenario is: We have an autoattendant queue the diverts to voicemail on no answer. The voicemails arrives in the Outlook Group associated and everyone in that group can see the voice mail.

So two questions with this. As Outlook groups have no subfolders or flags or anything similar, how do all the people in the group have any idea who is dealing with the voicemail?
Is there anyway (with out work arounds) of having voicemails appear in the teams channel that the queue is associated with, so that users can at least comment that they are dealing with it?

Thanks for any suggestions!

Ed.

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Accepted answer
  1. Kael Yao-MSFT 37,586 Reputation points Microsoft Vendor
    2022-11-04T03:10:18.833+00:00

    Hi @Ed Newman

    how do all the people in the group have any idea who is dealing with the voicemail?

    I suppose the best practice would be asking the person which is dealing with this case to send a notification either via email or in Teams channel to notify others,
    as Teams won't know about the follow-up (someone contacted the caller) after the voicemail.

    Is there anyway (with out work arounds) of having voicemails appear in the teams channel that the queue is associated with, so that users can at least comment that they are dealing with it?

    To me this can be done with Power Automate.
    You can create a flow and set voicemail as a trigger to send a message to the corresponding Teams channel.
    Overview of Power Automate: Get started with Power Automate


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