Microsoft Teams update solves a frustrating problem for an overlooked user group

Microsoft is working on a new update for Teams that will make it even easier to make and receive calls using its online collaboration tool.

Besides video conferencing and workplace chat, Teams can also be used to make and receive calls the same way you would with a business phone system. This is especially useful for call queue agents who need to route calls to other people in their organization who can help with a particular issue or question.

According to a Microsoft support document, call queues provide a greeting, music while people wait, call routing in first-in, first-out (FIFO) order, and management options for queue overflow and timeout.

Until now, however, queue agents who used their own smartphones to route calls often asked recipients to call back their personal lines rather than their organization’s queue number.

Dynamic Caller ID for Queue Agents

According to a new post on the Microsoft 365 roadmap, Call Queue agents can now make calls from the Teams Calls app using a Queue phone number as their identifier. of the caller.

While not the biggest update to Teams, it can ensure that a call is correctly identified by a recipient and calls back to the queue number instead of the line. of a queue agent.

In a separate Microsoft 365 roadmap post, Microsoft revealed that it will add the option to delete call history in June this year. Once this feature is rolled out, it will allow call history users to hide call history records from their call history view.

See also  Want a flagship GPU? AMD RX 6900 XT price falls fast, and it’s now below MSRP

While a VoIP phone could be a good investment for those working from home, Microsoft has continued to improve calling capabilities in Teams so employees can call colleagues, partners and customers using their existing Android smartphone or iPhone.

Leave a Comment