Order Agent list for "Serial routing" using "Voice-Enabled"/"Collaborative Calling" for a call Queue

Question

I have setup a Microsoft Teams call queue to use a voice-enabled channel. I can see agents, but I do not see a way of changing the order of the agents. I am an owner of the channel and of the Team. We are a online only with calling plans. We do not have any SBC.
I have set the call Queue to use the ZITTEST-callqueue channel in the MS Teams named SandBox.

In the Windows 10 desktop client (version 1.4.00.13073 (64-bit); updated on 6/1/2021) I can see the "Calls" tab, list of agents, and dial pad (minimized dial pad for screenshot).

A recent update removed the gear from the Calls tab that was near the dial pad icon. You can just see the gear in this screenshot from Microsoft_Teams_team on the blog(09-22-2020).

How do I order the agents in the voice-enabled channel so I can control the order in which they are alerted when using serial routing for the call queue?

Answer 1

@MrMJFisher ,

This feature is not supported now. The official document doesn't mention the specific mechanism of ordering for agents in Call Queues. According to the experience and users' feedback, we could conclude that the serial routing is based on the alphabetical order.

Meanwhile, I found a feature request about this feature here. You could vote for it and add your comments.

Microsoft will always focus on customer’s feedback and experience. Some new features would be added to the services based on customers' feedback in the future, and your good ideas will be very helpful for them to improve the service.

Your time, understanding and cooperation will be highly appreciated.

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Answer 2

It is unbelievable that you cannot set a serial call order for a call team.... Wish we never moved to teams calling.