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Vicki-3208 asked SharonZhao-MSFT commented

Teams Voice, Simultaneous Ring Functionality

We have simultaneous ring policy setup. Four people are in this queue. One of the three is on the phone and is primarily responsible for answering the calls. This person has now hung up and needs to answer the call which is now ringing on the other three agent's phones. This agent cannot get the call to ring on their phone. They then have to run to one of the other agent's desks and answer it there. (We are using Yealink MP54 handsets for MS Teams vs. soft phones.) How can we or should we set this up so the busy agent is automatically included when they're no longer busy?

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SharonZhao-MSFT answered SharonZhao-MSFT commented

@Vicki-3208,

Please contact your IT admin to turn off Presence-based routing feature in Microsoft Teams admin center > Voice: Call queues > click into the target call queue and scroll down to Call answering. The following image is for reference:
143397-image.png

To learn more about the Presence-based routing, the picture captured from this official document explains it:
143356-image.png


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@Vicki-3208,

Do you turn off Presence-based routing and try again?

If my suggestion helps, please feel free to accept it as answer to benefit more people with the same doubt.

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