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Thank you! 💯%

Thank you and well said! The topics covered here are exactly what I cover with all my customers.

Great question - best to assess overall capabilities of the platform and decide on function, cost, support, scalability, etc. Let us know what you decide.

Hello, the estimate (bottom of article) is Summer 2024. techcommunity.microsoft.com/t5/microsoft-teams-blog/introducing-the-queues-app-enabling-customer-engagement-in/ba-p/4095971

Did you get this working on a DX80?

My pleasure!

I believe the closest we can come is this level of exception handling: learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue?tabs=call-exception-handling#no-agents-optedlogged-in-set-how-to-handle-calls-when-no-agents-are-optedlogged-into-the-queue

Best path forward is to search for jobs on careers.microsoft.com - good luck!

Hi there, yes - you can use shared calling for your scenario. The more recent video on this is here: ruclips.net/video/8Bmf0BNwKCA/видео.htmlsi=rfUqoARIAjWcbRml

@@CollaborationSimplified Thanks a Ton

You'll need to add a Teams Phone license - that will unlock the features you mentioned. learn.microsoft.com/en-us/microsoftteams/here-s-what-you-get-with-phone-system

Hi, have you been able to determine if that particular model supports MTR? Cisco has these models listed: www.webex.com/us/en/solutions/microsoft-teams-rooms-cisco-devices.html

Hi there, great question. I believe your question would apply to all Microsoft Teams Rooms (MTRs) and not just this particular Cisco endpoint. There are a variety of methods used to secure these devices, mainly via conditional access, Intune, and yes the p/w can be set to not expire. Here is a doc with more info on the p/w portion: learn.microsoft.com/en-us/microsoftteams/rooms/create-resource-account?tabs=m365-admin-center%2Cgraph-powershell-password#turn-off-password-expiration and you can find other related docs in this guide on how to further secure MTRs.

@@CollaborationSimplified thank you very for your response and also guidance. Much appreciated!!. We are starting a POC and excited..

Totally possible. You can nest auto attendants (aa). First aa lists the languages and then sends off to another aa that offers options.

@@CollaborationSimplified ok so it has to be different auto attendants cant create sub menus in one auto attendant right? Do you have a video on this by any chance?

@@CollaborationSimplified appreciate your prompt reply

You're welcome. Yes, my understanding is it's via a different aa. Fairly easy to do. You basically redirect the menu item to either an Operator, a call queue, another voice app, a number, voicemail, an announcement, etc. I can share a screenshot on our support group if you ask there.

@@CollaborationSimplified Thanks a lot I had an idea of doing this but just wasnt confident enough. I was able to make the sub menus out of it appreciate you

Yes! ruclips.net/video/a9N5dSpT624/видео.htmlsi=aXKZfoFJQOKm6gAT

Thank you!

Not yet - but stay tuned!

I don't believe this is supported. Only PAYG plans or direct routing or Operator Connect listed in Shared Calling docs.

Possibly via some customizations, but not out-of-the-box. I do agree that's a great feature to have.

@@CollaborationSimplified thanks. I think it's the biggest feature holding Teams back from being functional for a small or medium sized call centre. As a contact centre manager, im really only after basic agent performance numbers and wrap code data- the rest is just "nice to have"

Thank you, this is great feedback. On the agent performance I think we're there on the historical side? Real-time will be coming with the Queues App - were you able to watch the video on that. Hopefully Queues app also addresses wrap up codes. Summer time. Thanks again!

@@CollaborationSimplified thanks yeah i think you've got the right agent performance data. Queues looks great! If it has wrap codes i think it would be viable for many orgs to use instead of paying megabucks for contact centre software from other parties.

Hi there! There's a great list of Teams headsets here: www.microsoft.com/en-us/microsoft-teams/across-devices/devices/category/headsets/36

Hi, you're right - I don't see corresponding CLI in the native reports either. I'll ask around to see what options exist, good catch!

@@CollaborationSimplified any update on this?

Look above under the pinned message, there is a direct link to the post. We use the group to discuss and provide edits with screenshots, to simplify the config steps.

Excellent - thanks for letting me know!

Hi there, you'll need an MTR license. More info here: learn.microsoft.com/en-us/microsoftteams/rooms/rooms-licensing

@@CollaborationSimplified Ah - So I'd need to add to my MS365 Personal account both Microsoft Teams Essentials (or Business Basic?) and Microsoft Teams Rooms Basic (or Microsoft Teams Rooms Pro?) - so about $25 pcm? Is that right..? Sorry for my ignorance on all things Microsoft..!

Hi no worries! I noticed you also posted on our support group, which is perfect. I'll continue this conversation there, thanks.

Hello, I didn't test this scenario - but one feature of these devices is that they can dual register to both Webex and Microsoft. That may be a bit costly but will ultimately allow you to have native join experiences on both platforms.

My pleasure!

Glad you enjoyed it! Maybe time for a refresh video? :) Three years is a long time in tech, time flies!

Glad you liked it!

Hi there, checkout this link from Cisco: roomos.cisco.com/doc/MTR/WebexCall

Thank you! Cheers!

Hi, AFAIK - no. Your scenario is 'cradle to grave' reporting and important. However, I don't believe you have that with the PBI reports I've shown. The Queues App (requires a Teams Premium license) that will come out later this year will likely have a report like this in the future.

Hello, yes! That's totally possible.

Thanks for watching!

Awesome, thank you!

Hi there, no worries. I think I know where to get you more meat :) There's another Microsoft employee, Dewain Robinson. His content is focused on this tech. Let me know if you find what you're looking for. His channel is youtube.com/@Dewain27?si=qoDU4OO5fzvJ39wR

@@CollaborationSimplified Thanks for your reply I watched several of your colleagues videos and found them very useful. I guess what I was saying when I said more meat on the bones was something more akin to people like me who are dyslexic and autistic I need really quick videos without all the detail which I find in all Microsoft documentation. The good news is that I actually succeeded in creating a co-pilot today that's did 50% of what I wanted to do and starting from scratch that's fantastic thank you for contributing all your expertise to this public forum where people like me who have virtually no formal qualifications can make gigantic strides forward. So I hooked up an organisational SharePoint library to a custom CoPilot and enabled generative outputs and it has absolutely performed beyond my wildest beliefs. The only thing it isn't doing is what I can do in other things like open AIS gbts is get formatting and all sorts of stuff correct this one just rights replies that have scitable references which is fantastic but not what I was looking for. I've only had access to this for 28 hours so my inputs probably not as valuable has people who've been working at it for years. I am an early adopter guinea pig for Copilot and the workplace. I guess that's called Microsoft 365 CoPilot. That's pretty cool you just want to use word and outlook creative responses. My UC is to create CoPilots to enable my colleagues to leverage their hi end knowledge against limited resources in terms of organisational learning and knowledge management my first use case has worked pretty good thank you for your input. One love

Just to clarify that actually had access to it for 2 weeks but in 2 weeks I've only had 28 hours exposure. Generally I have one and a 1/2 hours a day computer FaceTime in which I have to do lots of other stuff for my organisation. I'm a physical worker not a computer worker. I work with people with bad attitudes muscles tattoos and high testosterone. You are part of my learning journey

AFAIK, this is it. It covers both the Cisco and Microsoft side. From a Microsoft Teams Room (MTR) config perspective, you can find those details here: learn.microsoft.com/en-us/microsoftteams/rooms/rooms-deploy

Glad you liked it!

Thanks Brett, my pleasure!

Of course! I love that around the 5-minute mark when you ask Copilot about Alex Wilbur, you didn't even have to use the "/" to reference him; that is awesome that Copilot can reason and interpret who you are referring to!

Hi there! Based on Cisco's site, it appears only select models can do this. I don't see the non-pro version of Room Kit on their list: www.webex.com/us/en/solutions/microsoft-teams-rooms-cisco-devices.html

Thank you!!

Thank you, I'll add reporting to the list. Regarding 'hunt groups' - there is a serial routing mechanism: rings all call agents one by one in the order specified in the Call agents list. If an agent dismisses or doesn't pick up a call, the call will ring the next agent. This cycle repeats until the call is answered, times out, or the caller hangs up. There are other routing methods as well. You can find out more here: learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue?tabs=agent-selection#step-4-select-your-agent-routing-options

Yes, absolutely!

Thanks! Users with their own phone number will have outbound calls go out their number. If you want those users to use the shared number for outbound calls, you’ll have to have them join the shared number group as well. Then both incoming and outgoing calls will come in/out of the shared number.

Wonderful, thank you!!