The only thing I seem to be able to do that affects everyone else's visibility is delete them.įor some of our teams, this may cause some logistical problems and potential duplication of work as if I decide to go into the call queue & attend to the voicemails, I have genuinely no idea what ones have been dealt with by someone else so I may start making call backs that have already been made. I cannot categorise the messages, I cannot modify them, I cannot move them. but again, if I mark it as read, only I see it marked as read. Likewise, if we view the "Calls" tab within the configured Teams channel, I can see a list of all the voicemails here. I suspect this is because it works more like a distribution list where everyone gets their own copy of the message. What we're seeing is that when configured to an Office 365 group, the voicemail message will appear in the group "mailbox" (for want of a better word) in Outlook, but if I mark it as read, it only marks it as read for me. The biggest issue we have is that we cannot find a native way to tell if someone else has potentially responded to the voicemail without just deleting the voicemail altogether. but having delved into it a little bit, it seems it's not all it may seem. No licensing costs, ability to define voicemail messages in the admin centre, etc. Figure 6: Agent is accepting calls from the queue. This seems like a smart option on the face of it. When an agent is ready to answer calls from the queue, they should set the Accept Queue Calls status to ‘On’. This brings us to using Office 365 Group Voicemail. The shared mailbox needs to be voice enabled, so in Skype on-prem, not such an issue but for Teams, it means extra licensing that we're being dictated to try and avoid. Logging in as the shared mailbox and setting it as if you were a user (Unless someone knows a better way!), but the bigger second issue is licensing. The first one is that the process for setting voicemail messages is a bit cumbersome.
When configuring call queues in Teams, we can definitely do it the same way, however there are two issues we have. So if, for example, someone marks a voicemail as read, categorises it or moves it into another folder, every member of the shared mailbox sees this change. Given that it is a shared mailbox, any changes that are made are global, i.e anyone can see the changes. This is typically a shared mailbox that all the response group members have access to. Back to Glossary Speak to an expert, get more information.
To expand on that, historically we have used Skype in such a way that when a response group hits the timeout threshold, it diverts to the voicemail of what is essentially another user. What is a Call Queue A feature that uses an Automatic Call Distributor ( ACD) to place incoming calls in a prioritized order, or queue, and assigning that order to a specific phone line (referred to as an agent) or group of lines. The simple question is: How do you guys manage voicemail for your call queues? Apologies if this has been asked before, I've done a bit of searching but not really found the answers I'm after.
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