Incoming Calls and Notifications
Please note that the following features rely on your Teams Client Settings. Notifications may not show if they are disabled in your client.
Service Call Precondition Checklist
In order to receive Stratus service calls the following criteria need to be fulfilled:
- Your Team's individual calendar defines your Service hours as being currently "open".
- Corresponding Workflows which allow routing to your team are selected.
- Your Team Choice Status is set to "Active". This can also be set by your team administrator.
- You are set online / available in Microsoft Teams to be selectable for calls (unless Stratus is configured to accept calls when busy).
Stratus Service calls seamlessly integrate into your Microsoft Teams client. Whenever there is an incoming service call, you will get a default Microsoft Teams call notification.
Chat Notification / Missed Calls
In addition the inbound Stratus service will also identify itself via chat. The chat message contains:
- The inbound service identifier used by the calling customer.
- Chat entries from previous calls with date and time (if any).
- Incoming calls and their retries are stacked.
Stratus will use the standard notification badges from Teams to inform you about missed calls. Please note that corresponding call retries can lead to a lot of chat, call and activity notifications.
By design the Microsoft Teams Call History feature will include both service and direct (and personal) calls. By default the call history is sorted by date. Make sure to not falsely associate a (direct call) number with a missed service call. History entries via the Stratus Service will not show the caller number in the history, only the Service's own SIP identifier.
To avoid confusion (e.g. when offering callback services to your customers), refer to the Stratus Chat notification for the correct caller number instead → See chapter above.