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SFB calls RRS feed

  • Question

  • When an agent is on an outgoing call, should they still receive incoming hunt group calls? If yes, Is there a way to configure the hunt group/incoming calls to go to the next agent?

    Thanks

    Thursday, July 11, 2019 6:38 PM

All replies

  • Hi,

    Please check the “Routing method”. According this article:

    https://docs.microsoft.com/en-us/skypeforbusiness/deploy/deploy-enterprise-voice/create-or-modify-an-agent-group

    In Routing method, select the method for routing calls to agents in the group as follows:

    • To offer a new call first to the agent who has been idle the longest (has had a presence of Available or Inactive in Skype for Business the longest), click Longest idle.
    • To offer a new call to all available agents at the same time, click Parallel. The call is sent to the first agent who accepts it.
    • To offer a new call to each agent in turn, click Round robin.
    • To always offer a new call to the agents in the order in which they are listed in the Agent list, click Serial.
    • To offer a new call to all agents who are signed into Skype for Business and the Response Group application at the same time, regardless of their current presence, click Attendant. Users who are configured as agents can see all the calls that are waiting and answer waiting calls in any order. The call is sent to the first agent who accepts it, after which the other agents no longer see the call.

    Refer to the related case:

    https://social.technet.microsoft.com/Forums/lync/en-US/ede18cbf-d096-45b4-b665-0a50f3dfc2cc/call-signalling-in-response-group-if-all-agents-are-busy?forum=ocsvoice


    Best Regards,
    Shaw Lu


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    • Proposed as answer by Shaw_Lu Tuesday, July 16, 2019 6:48 AM
    Friday, July 12, 2019 4:30 AM
  • Hi,

    Do you have any further issue on this topic?

    Meanwhile, if there is no issue, please remember to mark helpful reply as answer to close the thread. Your action would be helpful to other users who encounter the same issue and read this thread.

    Thanks for your understanding.


    Best Regards,
    Shaw Lu


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Thursday, July 18, 2019 7:59 AM