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April 28, 2022

New update for Teams that makes it even easier to make and receive calls

Business calls to your personal phone line can be quite annoying for call queue agents.

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

In addition to video conferencing and chat in the workplace, Teams can also be used to make and receive calls in the same way as with a business phone system. This is especially useful for call queue agents who need to route calls to others in their organization who can help with a particular problem or question.

According to a Microsoft support document, call queues offer a greeting message, music while people are on hold, call routing in First In, First Out (FIFO) order and handling options for both queue overflow and timeout.

Until now, call queue agents who used their own smartphones to route calls often had recipients call back their personal lines as opposed to their organization’s call queue number.

Dynamic caller ID for call queue agents

According to a new post on the Microsoft 365 Roadmap, call queue agents can now place calls from Teams’ Calls app with a call queue phone number as their caller ID.

While not the biggest update for Teams, it can ensure that a call is correctly identified by a recipient and that they call back the call waiting number instead of a call waiting agent’s personal line.

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

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

Blog: techradar

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