Call queue doesnt follow user forward settings

Question

Hi,

We utilize Direct Routing. We have an AA and CQ with resource accounts. All valid license. The AA RA has a number attached. The RA's have the same routing policy as users and are enabled for outbound calling and callforwarding.

This AA/CQ is for internal alarms, like 24/7.

We have a CQ with a set users. These users have forwarding immediate to external number (cell phone) because they are offsite. Users are enabled for EV, but dont have number assigned.

When calling the AA, you never reach the cell phone of the user.

When you call the user directly, the call does get forwarded to cell phone. Why with the AA and CQ it doesnt call the user and forward the call to cell phone.

Answer 1

In Microsoft Teams, when using Auto Attendants (AA) and Call Queues (CQ), the call forwarding settings of the users may not apply as expected due to the way calls are routed through these features. Specifically, calls that come through an AA or CQ do not necessarily follow the individual user’s call forwarding settings. Instead, calls are handled based on the configuration of the AA and CQ itself.

Since your AA and CQ are set up for internal alarms and utilize resource accounts, the calls may not be routed to the users' cell phones as intended. The forwarding behavior you observe when calling users directly is different because those calls bypass the AA and CQ routing mechanisms.

To ensure that calls are forwarded to the users' cell phones when they come through the AA or CQ, you may need to check the call handling settings within the AA and CQ configurations. Additionally, ensure that the users are properly configured to receive calls through the CQ, as they might need to be set up to allow for forwarding to external numbers in this context.

If the issue persists, reviewing the specific routing policies and settings for the AA and CQ in relation to the users may provide further insights into the problem.

Answer 2

Dear @Gerard Overgaag,

Thank you for reaching out to Microsoft Q&A forum.

I understand that you're having a very specific issue when using Teams Call Queues (CQ) in a Direct Routing environment. From my research, the behavior you describe where direct calls to the user forward correctly, but calls through the CQ do not is not an issue with your users' forwarding settings, but with the Call Queue's design and logic. When a call is distributed from a Call Queue, it is treated as an internal transfer within the Call Queue architecture, not as a direct personal call.

1. CQ Logic Precedence: A Call Queue is designed to find an available agent (a user logged into Teams). The Call Queue's distribution rules (attendant routing, longest idle, etc.) take precedence over individual user settings.
2. No Licensing/Number Requirement: Since your users do not have a number assigned, the Call Queue routes the call to their Teams client. The Call Queue only cares if the user's Teams client is available to take the call.
3. Forwarding is Bypassable: Personal forwarding rules (like "Forward Immediately") are applied by the user's Exchange Online voicemail/call settings when the user receives a direct call to their assigned number or user extension. When the call comes from a Call Queue, it bypasses this logic.

In short, the Call Queue expects the user to pick up the call via their Teams client. Since the users are offsite and their Teams clients are likely not ringing or being answered, the CQ simply moves on to the next available agent or fails based on the CQ overflow settings.

If the sequence of calls is crucial (i.e., you need to call Person A, then Person B, etc.), I suggest you use External Contacts or a Call Group with the cell phone numbers. You need to ensure the CQ is routing to the cell number directly, not the user's Teams ID.

1. Create a new External Contact for the offsite user's cell phone number in Exchange Online (or AAD).
2. Add the External Contact object to your Call Queue's agent list instead of the user's Teams account.
3. The Call Queue will attempt to ring the External Contact, and since that contact is the cell phone number via Direct Routing, the call will go out immediately.

As a forum moderator, I genuinely wish I could directly access your account or delve into the backend systems to diagnose and fix this for you. However, our role here is limited to providing general guidance and solutions that can be applied by users.  
If, after applying the solution above, the problem persists, or if you require verification of your Direct Routing policies, I recommend that the Global Admin in your organization create a service request with Microsoft Support. A technical support engineer can perform a remote session to investigate the situation, verify the backend configurations to provide a targeted solution, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis. Ask The Global Admin in your organization to create a service request with Microsoft support to get advanced technical assistance and diagnostics. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin. If you don't know who your IT administrator is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support 

For additional assistance, use this link to find the appropriate contact number: Global Customer Service phone numbers - Microsoft Support 

I truly hope you get your issue resolved swiftly. Please know that even though I can't directly intervene, directing you to the correct, specialized support is the most effective help I can provide from my position. Thank you for your patience and understanding. I'm looking forward to your reply. 

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