Hi Experts,
We have integrated M365 sync with 3CX, along with Teams Direct Routing, so that all calls to 3CX are routed to Teams and answered directly within Teams.
However, we noticed an issue:
On the other hand, when the user is on a call with an external number or a 3CX extension, the incoming queue calls behave correctly—the caller is kept on hold in the queue until the agent is available to answer.
Has anyone else encountered this, and is there any workaround or best practice to handle this scenario?
We have integrated M365 sync with 3CX, along with Teams Direct Routing, so that all calls to 3CX are routed to Teams and answered directly within Teams.
However, we noticed an issue:
- If a user is already on a Teams call or Teams meeting, any incoming queue calls are immediately routed to the “Destination if no answer,” instead of placing the caller on hold in the queue.
- We suspect this behavior occurs because the Teams-to-3CX status mapping for “In a Call” and “In a Meeting” can only be set to Do Not Disturb (DND) or Away.
On the other hand, when the user is on a call with an external number or a 3CX extension, the incoming queue calls behave correctly—the caller is kept on hold in the queue until the agent is available to answer.
Has anyone else encountered this, and is there any workaround or best practice to handle this scenario?
