In this article we will outline some of the common pain points when managing multiple calls with the Microsoft Teams client or a Microsoft Teams desk phone.
At Landis we work hard to make our Landis Attendant Console client the best experience for handling high volumes of voice calls. Recently we updated the Landis Attendant Console for Microsoft Teams to add a new setting to turn off the new call / call waiting tone. This is in addition to other ways the Landis Attendant Console client for Microsoft Teams improves call handling experience.
Below we outline some of the pain points when handling multiple calls with the Microsoft Teams client or a Microsoft Teams desk phone and how we improve the experience.
- One, clean, uncluttered window handles all new and ongoing calls.
- Subtle audio notification when you receive a new call while already on a call.
- Setting to turn the subtle audio notification off
- Setting to turn off the audio ring on incoming call.
- Definable shortcut key to switch between active call and call on hold.
- Easily transfer a call to a specific Teams user, Teams Call Queue, or Phone Number with 1 click or user definable shortcut key.
One, clean, uncluttered window handles all new and ongoing calls.
The Microsoft Teams client has a separate window for each call. When the user is juggling 2 or more calls, getting to the correct window can be an unnecessary distraction.
Subtle “Call waiting” audio notification when you receive a second call.
When a Teams user is fielding a high volume of calls, it is likely that they will receive a call while already on a call. The normal Microsoft Teams experience is that the second (and subsequent) calls will loudly ring to the user already on a call in a way that can be distracting. The Landis Attendant Console has logic that the second call ringing in will just give a soft and subtle tone to let the user know another call is ringing in. In telephony parlance this is called a “call waiting tone,” and this functionality just minimizes the stress of handling multiple calls in a high-volume setting.
Currently Microsoft Teams rings at the same volume for any call that rings in. See https://feedbackportal.microsoft.com/feedback/idea/9323dd61-7ebd-ed11-83ff-002248273995
Setting to turn off the subtle “Call Waiting” audio notification.
If a Teams user is fielding a high volume of calls, that is their only task, and they have their attention on whether there is a new call coming to them visually and do not need an additional audio notification adding additional urgency. To facilitate this scenario, in the May 2024 release of Landis Attendant Console https://ac.docs.landis.cloud/releases#may-16-2024 we have added a setting to turn off the Call Waiting audio notification.
This is as simple as going to the Settings | Devices and checking “Silence Call Waiting Tone.”
Definable shortcut key to switch between active call and call on hold.
If a user is regularly managing multiple calls in a fast-paced environment, the most efficient way to switch between calls is to use a keyboard shortcut. In the Landis Attendant Console, we allow all the most used tasks to be done using a keyboard shortcut, 1 click of the mouse, or a touchscreen. To be as tailored as possible to a user’s needs, we allow all these commonly used task shortcuts to be defined by the user for maximum efficiency. Assigning keyboard shortcuts can be done in Settings | Keyboard Shortcuts.
Easily transfer a call to a specific Teams user, Teams Call Queue, or Phone Number with 1 Click or Keystroke
The typical flow to transfer a call in Microsoft Teams involves clicking the transfer button, selecting which transfer type, searching for a contact, and then clicking a dropdown for which contact method to use (Teams User, Mobile or direct to Voicemail). With the Landis Attendant Console, transferring a call to a user can be just clicking the contact method of a contact already displayed on the screen. This is what Landis calls “1 Click Transfer.”
On top of this functionality Landis has the concept of “Quick Access Shortcuts” which are various actions that happen when a button is clicked, or definable shortcut keystroke is pressed. So, users can create a “Call User” shortcut for any Teams User, call queue, or phone number and then assign a shortcut key. Then all they need to do is answer the call and press the shortcut key to transfer the call to that destination, making it even more efficient.
In conclusion
There are several ways that the Microsoft Teams client, designed as a multiple purpose client, is not as efficient as it could be if it were designed as a client designed to handle a high volume of incoming calls quickly and efficiently. Landis Attendant Console client for Microsoft Teams is designed specifically to streamline this scenario. The Landis Attendant Console client is not needed for every user in an organization, but it certainly can streamline operations for high volume call handlers.
Read more about the Landis Attendant Console for Microsoft Teams
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