#TEAMS CALL QUEUE PRESENCE BASED ROUTING LICENSE#

If you want multiple levels in your IVR tree, you accomplish this by adding a new Auto attendant, so in this example when the caller select option 1, they will be redirected to the second Auto Attendant. Each key can be configured to send callers to another Auto Attendant, a Call Queue, Voicemail, Person in the organization, External phone number or the caller can hear a announcement you have recorded. After the greeting message caller will hear a message with the different option in the IVR menu. Callers then select were to be connected.Ī typic call flow in Teams Auto Attendant is that a call comes in, if it is within opening hours a greeting will be played to the caller and if it is outside of opening hours or during a holiday period another message can be played and the call with then be disconnected for redirected. One example would be press 1 for sales, 2 for invoicing, 3 technical supports. For some customers the built-in functions will be enough, but some customers and users will need more advanced functions and might user 3rd party tools in combination with Teams.Īuto Attendant is a feature in Teams that is built in, with this you can create an 'Interactive Voice Response' (IVR) that allows callers to navigate in a menu with their voice or with keypad DTMF. With Phone System in Teams you also get more advanced features for handling customer services and similar workloads.

#TEAMS CALL QUEUE PRESENCE BASED ROUTING LICENSE#

To start with, you need the Teams Phone System license and a phone number that you can get from your current operator with Direct Routing or Operator Connect, or you can get a phone number from Microsoft with Calling Plans. More and more organisations are moving to Microsoft Teams telephony currently that is where I spend the most of my time helping customers.

Teams call queue presence based routing