Microsoft which is known for products like SharePoint is experimenting with a new upgrade for Teams which will make it even easier to conduct and take calls through the company’s business communication platform.
Microsoft Teams, in addition to video conferencing and office chat, may be used to make and take calls in the very same manner that a business phone system would. This is extremely helpful for call queue operators who need to route calls to people in their company who can assist with a specific issue or query.
Call queues, as per a Microsoft support article, include a welcoming message, music while clients are on hold, call routing in First In, First Out (FIFO) order and management options both for queue overflow and timeout.
Previously, call queue operators who are using their own phones to route calls frequently had receivers call back to their personal lines rather than their company’s call queue number.
Call queue operators may now place calls via Microsoft Teams’ Calls application utilizing a call queue mobile number as their caller ID, as per a recent article on the Microsoft 365 Roadmap.
Even though this may not be the most significant addition to Teams, it can guarantee that a call is correctly identified by a receiver and that they dial the call queue number rather than a call queue agent’s personal line.
The company has stated in a second article on the Microsoft 365 Roadmap that the ability to remove call history will be added in June of 2022. When this functionality is available, call history users will be able to conceal call history information from their call history display.
Whereas a VoIP phone may be a beneficial purchase for individuals working at home, the company has worked to develop Teams’ calling capabilities so that workers may call colleagues, partners, and clients utilizing their current Android or iPhone.
