Share via

Can a Virtual Front Desk have more than one configured contact?

Anthony Martin 0 Reputation points
2024-02-22T04:34:32.1966667+00:00

Considering purchasing a Teams Display for use as a virtual front desk receptionist. Online tutorials/walkthroughs only depict one configured contact (one button to ring to a single person or group). What I imagine is a series of buttons to call different departments for different needs: "Pay a bill", "Apply for a job", "Get tech assistance", etc. The device will then call whichever person/team/group we configure. Is this available?

Microsoft Teams
Microsoft Teams
A Microsoft customizable chat-based workspace.
9,208 questions
0 comments

1 answer

Sort by: Most helpful
Most helpful Newest Oldest
  1. LiweiTian-MSFT 14,940 Reputation points Microsoft Vendor
    2024-02-22T08:58:21.28+00:00

    Hi @Anthony Martin

    You can configure multiple contact options in the virtual front desk, The configured contact designates where the call will go when the VFD button is pressed. The simplest setup (and a useful setup to ensure initial setup is functional) is to designate an individual Teams user to act as the virtual agent, so when the button is pressed, that user will receive the call. There are three total contact options:

    1.A single teams user - call will be directed only to this user.

    2.Resource account assigned to MSFT Teams call queue - call queue can direct calls to multiple voice enabled Teams users.

    3.Resource account assigned to MSFT Teams auto attendant - auto attendant will provide a menu tree option (ie: select 1 for reception, 2 for help desk, etc.) and can then route to Teams voice user or call queue.

    A.Prepping users for call queue (or auto attendant):

    In scenarios where multiple remote agents are needed, a call queue is required. The call queue is a Teams voice routing element and requires specific setup of the call queue and licensing for users that are part of the queue.
    Specifically, all users added to the call queue will need to be set up as Teams voice users with a PSTN phone number assigned. There are multiple ways to setup Teams voice for users, however our most straightforward recommendation for organizations that do not currently have Teams voice configured, is to add the Teams Phone with Calling Plan license to call queue users. Once the license has been assigned, phone numbers will need to be acquired and assigned for these users.

    B. Setup a Teams call queue:

    After preparing users for call queues, the call queue can be setup to be used with Neat Frame in Teams Virtual Front Desk mode. The resource account that is assigned to this call queue will need to be added to the Configured contact section of the VFD settings . There is no need to assign a phone number to the call queue resource account.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.