Omnichannel Voice - Push to all users in the Queue

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Posted on by TarrasQ

I am setting up omnichannel voice but seems like I there is no ability for when a call comes in, all agents in the assigned queue get the ability to pick it up. There seem to only be options to setup the assignment method for the queue so only one user at a time has the ability to accept or reject the call.

Is it possible to not have an 'assignment method' but just have the call show up for all uses in the queue?

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Dynamics 365 Customer Service

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Daniyal Khaleel 252 on at

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Omnichannel Voice - Push to all users in the Queue

By default, Omnichannel Voice uses routing rules and work distribution settings to decide who gets the call (e.g., round-robin, capacity-based, skill-based). It doesn’t “ring everyone” in the queue like a traditional PBX.

Queue in Omnichannel ≠ Call queue in a phone system

In D365, a queue is logical,cases/interactions are routed to the best agent according to the rules.

Push mode is always targeted (1 agent gets the call). Other agents in the queue do not see or hear it until the first agent declines/ignores.

This is intentional: avoids multiple agents answering the same call.

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