Skype for Business Call Queue - "How long a call can wait in the queue" set to 15 seconds not working.
Skype for Business Call Queue - "How long a call can wait in the queue" set to 15 seconds not working. When we set it to 15 seconds for the threshold it would still go around 30 seconds before a call will be routed. The option may be in there already on the UI but this isn't working yet.
Mark Weigelt commented
So, The call time out setting in Skype for Business admin portal works pretty poorly we all know. I have had some configurations actually time out in 15 seconds. Now that we have the migration to Teams/Skype admin portal rammed down our throats, this issue is even worse. Having to add additional licensing for the "Resource Account" in a call queue only to have a minimum call time out of 60 seconds is (despite the available 15 and 30 second options) is a insult.
Leading system integrators to believe the functionality will work as the settings clearly show, knowing full well they don’t work, it a breach of trust and professional responsibility.
I would find it hard to believe Microsoft just does not care. For as long as this has been an issue, what else are we left with?
Bryan W commented
Still an issue. Have a ticket with Microsoft trying to find if there is a planned resolution or alternative solution. So far no luck
Unreal that this is still an issue. I get complaints daily that the wait time is longer than 15 seconds and there appears to little to no effort to actually fix this issue.
Brandon Fox commented
According to this article it rounds to the nearest 15th...https://docs.microsoft.com/en-us/powershell/module/skype/set-cshuntgroup?view=skype-ps
Please see the -TimeoutThreshold setting.
We need this to be 7 seconds and our clients are getting extremely annoyed that it rings so long before the call is forwarded...Please help MS!
When we tested before deployment the setting could be whatever we wanted, now that we deployed they changed this threshold...
Just spent a few days with MS support trying to get to the bottom of this only to be told eventually that it was 'a feature'.
Unfortunately our Directors are blowing a gasket over this and it’s all coming back on me (as the one who recommended the SfB solution over an on-prem PBX upgrade). If I shrug my shoulders now and say, “…that’s just the way it works…”, it’s really not going to land well. Nowhere in MS SfB sales literature did it say, “…and by the way, callers to your business will have to waste half a minute as SfB works out that there is an incoming call…”. Our Board policy is for all calls to be answered by a human within 3 rings as they believe this is a clear, outward demonstration to our clients that we are on the ball, poised to assist them with their enquiries – it’s currently having exactly the opposite effect to their eyes.
Is there a roadmap for this particular situation to be addressed? SfB is brilliant in every other way and I really don’t want to have to find another solution when it’s so very close to being perfect.