Teams and Infinity Response Groups

Call Forwarding in Teams and Infinity Response Groups

Agents of a Response Group that forward calls in their Teams client while being actively logged into a Response Group are not recommended as this may mean influence the incoming calling behaviour for the Response Group. For example, if set to forward to voicemail, the agent’s voicemail can take over all incoming calls to the Response Group.

To avoid calls to Response Groups being forwarded by the agents Teams clients, customers using Infracom’s Infinity can force these calls to only be sent to the agents Teams client independent of what the agent has set for call forwarding rules in their Teams client.

Log into Infinity as an administrator and then go to PBX -> PBX misc. -> Settings

Click the entry: Disable_Teams_Forwarding_On Queue_Calls. 

Change the value to 1 to force the behaviour that Response Groups calls always will call through to the agents Teams client independently of what the agent has set for forwarding rules in their Teams client.

Remember to Save and Apply your changes.