Inbound Calls

inbound calls are calls received by a microsoft teams user through the unaric voice integration there are different actions you can take before or during a call to manage them the unaric voice integration does not interact with the hardware or interface of any physical desk phone (except for mobile devices using the microsoft teams add in docid ql4 moi9 mq5sas14dv ) your experience will be exactly the same whether you use a physical phone or a desktop application how it works when a call comes in, a toast notification from microsoft teams will pop up briefly and then signal the inbound call the caller alongside all their available information will be visible in the unaric voice softphone in turn, t he caller id will not be visible in the toast notification and will only be displayed after accepting the call in the microsoft teams app if you do not answer the call, the answering rules will be used, e g forward the call to another microsoft teams user bot call handling in the unaric voice integration, all calls within microsoft teams (inbound and outbound) are handled through a bot when you receive or place a call, the bot will invite you to join you must accept this invitation to connect to the call the bot will remain visible in the call window for the duration of the call call controls the following options to control the call on each platform icon action put the call on hold resume from hold blind transfer end the call icons for performing each action might vary depending on the ms teams interface (e g desktop app or browser) action notes/icons end the call invite other ms teams users to the call start a new c all with another ms teams user the original call (landline call) will be put on hold this function can also be used to briefly hold a consultation and then, if necessary, to connect further with blind transfer call history list the call history list will show two entries mirage ms teams connector bot number and t he caller id reject a call you can reject a call in the unaric voice softphone and microsoft teams app with the button the call answering rules will handle the call—e g voicemail if you reject a direct extension call, your presence state will switch to ⛔️ / do not disturb if the call answering rule is set to use ms teams settings this configuration prevents getting more calls signalled caller terminates call during ring state if a caller terminates the call before the call was answered (that is, during ring state , the system behaviour will vary depending on whether you are logged in salesforce or not if you are logged in y ou will get a notification in the unaric voice softphone, but microsoft teams will still show the call as ringing you must end the call in the microsoft teams app if logged out direct extension call the call ends immediately second inbound call if a call is active and a new call is signalled in the microsoft teams app, you can answer the new call in the microsoft teams app this will place the first call on hold in case the first call is terminated, the second call will be active however, the presence state for the second call appear incorrectly (not on a call )