Call Queue Redirect To Voicemail

Question

Using Microsoft Teams Voice for company phone lines. I have a call queue setup at the moment that after being in the queue for a certain amount of time it redirects to a middleman line which then gives a greeting telling the caller they now have the option to leave a voicemail by pressing a certain digit or re-enter the call queue by pressing another digit.

The problem with this is that it requires the caller to be alert and also they lose their position in the queue when they go to the middleman line and re-enter the queue, with the phone lines getting busier this is an issue.

The ideal situation I see would be that the caller is able to press any or a particular digit while in the queue and this redirects them to the voicemail if the phone lines are busy and they wish to request a call back rather than wait (this feature would be explained to the caller in the greeting for the queue). I spoke to teams support a while ago about how I can do this but they didn't believe there was a way to do this.

I am just wondering if anyone else knows a way to do this or if there is an app that is able to implement this feature for us.

Thanks in advance!

Answer 1

Hi @Bredbury Car Services

Based on your description, I think you may need to configure the Exception handling function of the call queue in the Teams admin center:

Please refer to this document for details.

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