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Receiving a call, while in a call.

Anonymous
2021-07-12T09:29:58+00:00

Since Friday, we changed "presence-based routing" setting to off in one of our Call Queue's.

Though, when this weekend one of the agents was already on the phone with a customer, she received other incoming calls as well.

During the call several pop-ups of new calls came in between. Is this something that should happen? And do you have any suggestions to avoid this in the future when still having "presence-based routing" off?

Thank you in advance.

Microsoft Teams | Microsoft Teams for business | Meetings and calls | Audio and video

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  1. Anonymous
    2021-07-12T13:41:46+00:00

    Lin.dy,

    Anytime! It's always good asking for support, no problemo.

    Take care and thank you.

    Juan Pedro

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  2. Anonymous
    2021-07-12T13:33:36+00:00

    Hi Juan Pedro,

    Thank you for your reply.

    We only changed the precense-based routing setting for this call queue - that is why I thought in first circumstance that the issue was triggered by the recent change.
    Though, with some research I think the issue started with the new policy busy-on-busy. This is "not enabled" for all users.
    This new policy may have been in place already for a little while but I think this particular user just mentioned it this weekend for the first time.

    I was a little to quick asking support it seems ;). But thank you for your quick reply and the great suggestions.

    Have a lovely day.

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  3. Anonymous
    2021-07-12T13:10:42+00:00

    Lin. dy,

    My name is Juan Pedro, I'm an independent advisor and Teams user just like yourself and I am here to assist you!

    Presence-based routing uses the availability status of call agents to determine whether an agent should be included in the call routing list for the selected routing method. Call agents whose availability status is set to Available are included in the call routing list and can receive calls. Agents whose availability status is set to any other status are excluded from the call routing list and won't receive calls until their availability status changes back to Available.

    Source: https://docs.microsoft.com/en-us/microsoftteams...

    --- I don't think this is related to this specific feature/setting. Did you check with your Teams admin if this was the only feature/setting changed? If yes, have you tried logging out the agent from Teams and logging the agent back?

    Side note, you could find more information about "Create a call queue" using the link I provided above to confirm that steps were followed properly.

    Juan Pedro.

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