Skype for Business Online Cloud PBX Call Queues are supported by the Anywhere 365 Attendant. You can add agents to a call queue, which in turn will receive the call when the service number to which the call queue is attached is dialed. A call queue does not have a SIP address, only a number. The transfer queue and skill are only shown if you run the attendant in standalone mode.
A call queue works on the premise of parallel calling, which means that all agents are called simultaneously. An agent will not be called if their status is set to do not disturb. Accepting a call puts an agent on busy, so if an agent accepts a call they will still continue to receive other call queue calls unless they manually alter their status to do not disturb.
A call queue uses the First In First Out principle. Until the call of the first caller in the queue has been accepted by an agent the second caller in the queue will not be offered to any agent.
Not answering a call queue call is not seen as a missed call. This is by Microsoft’s design, since all agents are called at the same time this would mean that all agents that do not accept the call would have a missed call.
You cannot transfer a call queue call until you accept the call. This is because the call queue sip is encrypted and therefore not an actual number that can be called. Once an agent accepts the call, the phone number of the caller is given by the call queue, after which the call can be transferred.
You cannot see who is calling until answering the call. The call queue does not reveal this data before accepting. Likewise you are only given the number of the caller, any sip data is not given by the call queue and can therefore not be retrieved. If the caller uses a pstn and is from the same country, the state and city of the caller will be given.
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