{"id":2730,"date":"2023-01-06T12:18:10","date_gmt":"2023-01-06T12:18:10","guid":{"rendered":"https:\/\/modern-workplace.uk\/?p=2730"},"modified":"2023-03-07T11:40:06","modified_gmt":"2023-03-07T11:40:06","slug":"teams-virtual-sbc-closing-azure-network-ports-warnings-for-azureloadbalancer-and-virtualnetwork-2-2-2-2-3-2-3-2-2-2-2-2-3-2-2-3-2-3-2-2-2-3","status":"publish","type":"post","link":"https:\/\/modern-workplace.uk\/?p=2730","title":{"rendered":"Microsoft Teams &#8211; Is the Last Available Agent in a Call Queue Able to Refuse a Call?"},"content":{"rendered":"\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p>There are a few scenarios in which an agent whose presence is set to available could prefer not to take a phone call (for an example, the agent could be working on a task that requires their full attention and cannot be interrupted). <\/p>\n\n\n\n<p>With all the different tests that I have done, there was no way to enable an available agent to refuse an incoming call.<\/p>\n\n\n\n<p>To summarize, here are the main points:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>With the existing settings for Call Queues in Microsoft Teams, it is not possible, for an agent whose status is set to available, to refuse an incoming call<\/li>\n\n\n\n<li>When a call comes in to the queue, it will be routed to the next available agent. If the last available agent refuses the incoming call, the call will be routed again to the same agent<\/li>\n\n\n\n<li>Not any of the different routing methods (Attendant, Serial, Round Robin and Longest Idle) allow the available agent to refuse an incoming call<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/modern-workplace.uk\/wp-content\/uploads\/2023\/01\/call-queue-conference-mode-routing-method.png\"><img loading=\"lazy\" decoding=\"async\" width=\"450\" height=\"350\" src=\"https:\/\/modern-workplace.uk\/wp-content\/uploads\/2023\/01\/call-queue-conference-mode-routing-method.png\" alt=\"\" class=\"wp-image-2734\" srcset=\"https:\/\/modern-workplace.uk\/wp-content\/uploads\/2023\/01\/call-queue-conference-mode-routing-method.png 450w, https:\/\/modern-workplace.uk\/wp-content\/uploads\/2023\/01\/call-queue-conference-mode-routing-method-300x233.png 300w\" sizes=\"auto, (max-width: 450px) 100vw, 450px\" \/><\/a><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Enabling or disabling Conference Mode does not change the result<\/li>\n<\/ul>\n\n\n\n<p>The scenario with two different agents when one goes on busy and a single one is still available is shown in the following clip<\/p>\n\n\n\n<figure class=\"wp-block-video\"><video height=\"1034\" style=\"aspect-ratio: 1920 \/ 1034;\" width=\"1920\" controls src=\"https:\/\/modern-workplace.uk\/wp-content\/uploads\/2023\/01\/Test_Call_Queue.mp4\"><\/video><\/figure>\n\n\n\n<p>There are a few things you could try to address the issue, such as instructing the agents to set their presence to busy or away when needed, but there is no straightforward admin setting that allows the agent to refuse an incoming call.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>It is not currently possible for an agent in a call queue in Microsoft Teams to refuse an incoming call if their presence is set to &#8220;available&#8221;. When a call comes in to the call queue, it will be routed to the next available agent, regardless of whether or not they are able to take the call. If the last available agent refuses the incoming call, the call will be routed again to the same agent. None of the different routing methods (Attendant, Serial, Round Robin, and Longest Idle) allow the available agent to refuse an incoming call, and enabling or disabling Conference Mode does not change the result. To address the issue, you could try instructing the agents to set their presence to &#8220;busy&#8221; or &#8220;away&#8221; when needed, but there is no straightforward admin setting that allows the agent to refuse an incoming call.<\/p>\n","protected":false},"author":1,"featured_media":2731,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_sitemap_exclude":false,"_sitemap_priority":"","_sitemap_frequency":"","twitterCardType":"","cardImageID":0,"cardImage":"","cardTitle":"","cardDesc":"","cardImageAlt":"","cardPlayer":"","cardPlayerWidth":0,"cardPlayerHeight":0,"cardPlayerStream":"","cardPlayerCodec":"","footnotes":""},"categories":[810,753,752,757],"tags":[762,759,751,77,755,83],"class_list":["post-2730","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-810","category-microsoft365","category-microsoft-teams","category-office-365","tag-microsoftteams","tag-microsoft-365","tag-microsoft-teams","tag-office-365","tag-teams","tag-voice"],"_links":{"self":[{"href":"https:\/\/modern-workplace.uk\/index.php?rest_route=\/wp\/v2\/posts\/2730","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/modern-workplace.uk\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/modern-workplace.uk\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/modern-workplace.uk\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/modern-workplace.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2730"}],"version-history":[{"count":3,"href":"https:\/\/modern-workplace.uk\/index.php?rest_route=\/wp\/v2\/posts\/2730\/revisions"}],"predecessor-version":[{"id":2738,"href":"https:\/\/modern-workplace.uk\/index.php?rest_route=\/wp\/v2\/posts\/2730\/revisions\/2738"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/modern-workplace.uk\/index.php?rest_route=\/wp\/v2\/media\/2731"}],"wp:attachment":[{"href":"https:\/\/modern-workplace.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2730"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/modern-workplace.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=2730"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/modern-workplace.uk\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2730"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}