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Call Queue

The document outlines the steps to create a call queue in Microsoft Teams, including forming a team to answer calls and setting up a resource account with a phone number. It details various routing methods such as attendant, serial, round robin, and longest idle, along with options for presence-based routing and agent alert times. Additionally, it specifies parameters like maximum calls in the queue, call timeout, and authorized users for managing the call queue.

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mahmoudelhassan128
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2 views

Call Queue

The document outlines the steps to create a call queue in Microsoft Teams, including forming a team to answer calls and setting up a resource account with a phone number. It details various routing methods such as attendant, serial, round robin, and longest idle, along with options for presence-based routing and agent alert times. Additionally, it specifies parameters like maximum calls in the queue, call timeout, and authorized users for managing the call queue.

Uploaded by

mahmoudelhassan128
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Call Queue

1- We must create team for people who will answer calls in queue.
2- We must create resource account and give him “Microsoft Teams
Phone Resource Account” license. And assign phone number for that
account.
3- Create call queue with the following options.
a. Conference mode “on” reduces the amount of time it takes for a caller to be
connected to an agent after the agent accepts the call.
b. Routing method
i. Attendant routing rings all agents in the queue at the same time.
The first call agent to pick up the call gets the call.
ii. Serial routing rings all call agents one by one in the order specified in
the Call agents list. If an agent dismisses or doesn't pick up a call, the
call will ring the next agent. This cycle repeats until the call is
answered, times out, or the caller hangs up.
iii. Round robin “recommended” balances the routing of incoming calls
so that each call agent gets the same number of calls from the
queue.
iv. Longest idle “recommended” routes each call to the agent who has
been idle the longest. An agent is considered idle if their presence
state is Available. Agents who aren't available don't receive calls
until they change their presence to Available.
c. Presence-based call routing “on” uses the availability status of call agents to
determine whether an agent should be included in the call routing list for
the selected routing method.
d. Call agents can opt out of taking calls “on” You can specify whether call
agents have the ability to opt out of taking calls or not.
e. Agent alert time “20 seconds” specifies how long an agent's phone will ring
before the queue redirects the call to the next agent.
f. Maximum calls in the queue “default 50” specifies the maximum number of
calls that can wait in the queue at any given time. It can range from 0 to
200.
g. Call Timeout: maximum wait time specifies the maximum time a call can be
on hold in the queue before it's redirected or disconnected. You can specify
a value from 0 seconds to 45 minutes.
h. Authorized users specify the users who are authorized to make changes to
this Call queue.

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