Hey everyone! I'm really frustrated trying to deal with our recent switch to Microsoft Teams for our office phone system. We have a VOIP number that's linked to our Microsoft account, and while I've set up the Auto Attendant, I hit a wall because our Microsoft admin manages multiple offices and limits permissions. This means I can't make changes to the Auto Attendant or call routing without submitting a ticket, which takes way too long.
I'm looking for an app or add-on that allows for more advanced call routing options specifically for my account, without all the hassle of waiting on tickets. Ideally, I'd like something that lets me customize the Auto Attendant menu, adjust call queues based on shifts, and update the business hours as needed—basically anything to give me a bit more flexibility. Is there anything out there that can help with this? Or is there just no way around having to go through admin for every little change? Any advice would be greatly appreciated!
4 Answers
This sounds like a governance issue you'd want to discuss with your manager. You might say something like, "To get X, Y, or Z done takes A time when it should really take B. This impacts the business by..." It might help to have a structured approach when bringing this up with them.
Have you checked out the Microsoft Learn pages? There are resources on setting up Auto Attendants and Call Queues. If you have a Teams Premium license, you should be able to make changes to call queues. Just keep in mind that you're somewhat limited in the client for certain settings, like changing overflow time.
Unfortunately, Microsoft has locked down these features for security reasons. The best approach is to request your admin to add you as an "authorized user" for the Auto Attendant. This gives you the necessary control without compromising their security protocols.
You can let managers adjust call queues via the Queues app, but modifying Auto Attendants is a different story. It seems they're restrictive over specific features unless you're assigned that 'authorized user' role.
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