Do not disturb/Presenting
Ensure that your agents are not on do not disturb or on presenting state. When they are in this state, all calls to their teams will fail to connect.1. Click the users image in the top right corner in Teams.
2. Once there, click the Do not disturb or Presenting text.
3. Change state to Available.
Voicemail settings
Having the voicemail if unanswered setting in Teams configured can cause inbound calls to be sent to the agent’s personal teams voicemail. This can cause poor caller experience and cause issues with agents answering calls.1. Click the 3 dots in the top right.
2. Select Settings.
3. Select Calls and ensure that If unanswered is set to Do nothing.
Voicemail settings within Teams admin center
To configure this within the Teams admin center, you can go to manage users, select the user, then click voice and configure the voicemail settings.Modifying Secondary Ringer and Noise suppression settings
For agents that need more notification sounds to alert them of an incoming call, you can enable Secondary Ringer and Noise Suppression for loud environments.1. Click 3 dots in top right.
2. Select Settings.
3. Go to the Devices tab.
4. Select Noise Suppression to High for loud environments and select a Secondary Ringer to alert on that audio device as well.
Setting audio devices for Teams
1. Click 3 dots in top right.
2. Select Settings.
3. Go to the Devices tab.
4. Select the Audio devices and ensure the microphone is properly set to the headset.
Using Teams call functionality buttons
It is strongly recommended that you do not use any of the call functionality buttons in t\Teams when on a call. All call functionalities such as hold, mute, transfer, consult, should be completed from the iceBar toolbar. The only call functionality that should be used in Teams is the answer button when alerting for a call. Note, to reject an alerting call or release a call, we recommend using the release button on iceBar and not the leave button on teams.Taking calls outside of ice and distinguishing ice/Teams calls
We recommend for any agents that take calls outside of iceBar on their Teams number to enable the Drop ice user line between calls Class of Service. If they would like to distinguish ice calls from direct teams calls, disabling Send Callers ANI to User Device will set all calls from ice to show as the contact center number. All information on the caller will be included on the iceBar in the userdata section.Calling policy settings
For the calling policies, it is recommended that Busy on busy when in a call is not enabled, and SIP devices can be used for calls is enabled.