RE: Unable to transfer calls to teams - Omnichannel for customer service voice channel
It sounds like you have the necessary settings configured to enable call transfer to teams members. However, there could be a few reasons why the transfer is not working as expected.
Here are a few things to check:
1. Make sure the teams members have the correct permissions: The teams members you are trying to transfer the call to need to have the necessary permissions to receive calls from Omnichannel. Check that the teams members have been added to the appropriate call routing rules in Omnichannel, and that their user accounts have been set up correctly.
2. Check that the teams member's status is available: If a teams member is not available (for example, if they are marked as "busy" or "away"), they may not be able to receive the transferred call. Make sure the teams member you are trying to transfer the call to is marked as available.
3. Try searching for the teams member's phone number instead: Instead of searching for the teams member's name, try searching for their phone number in the Teams tab of the transfer window. This can help ensure that the correct teams member is selected for the transfer.
4. Check for any error messages: If the transfer is not successful, check for any error messages or notifications that may be displayed in Omnichannel. These can provide clues about why the transfer is not working.
If none of these steps help resolve the issue, you may need to reach out to Microsoft support for further assistance.
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