Microsoft is engaged on a new update for Teams that can make it even simpler to position and obtain calls utilizing its online collaboration instrument.
Besides video conferencing and office chat, Teams may also be used to make and obtain calls in the identical manner one would achieve this with a enterprise telephone system. This is very helpful for name queue brokers that must route calls to others of their group that may assist with a specific difficulty or query.
According to a help doc from Microsoft, name queues present a greeting message, music whereas persons are ready on maintain, name routing in First In, First Out (FIFO) order and dealing with choices for each queue overflow and timeout.
Up till now although, name queue brokers that used their very own smartphone to route calls typically had recipients name again their private strains versus their group’s name queue quantity.
Dynamic caller ID for name queue brokers
According to a new submit on the Microsoft 365 Roadmap, name queue brokers can now place calls from Teams’ Calls app utilizing a name queue telephone quantity as their caller ID.
Although this isn’t the largest update to Teams, it could possibly be certain that a name is correctly recognized by a recipient and that they name again the decision queue quantity as an alternative of a name queue agent’s private line.
In a separate submit on the Microsoft 365 Roadmap, Microsoft has revealed that it will likely be including the choice to delete name historical past in June of this 12 months. Once this function rolls out, it can enable name historical past customers to cover name historical past data from their name historical past view.
While a VoIP telephone could possibly be a good funding for these working from residence, Microsoft has continued to enhance the calling talents in Teams in order that workers can name co-workers, companions and clients utilizing their current Android smartphone or iPhone.
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