Posted in MS Teams

Teams Call Queues

   September 15, 2024

Microsoft Teams Call Queues: Overview

Microsoft Teams Call Queues are a part of the Microsoft Phone System that enable organizations to manage incoming calls efficiently by routing them to a group of agents or users. Call queues allow for automated call distribution, holding incoming calls until an agent is available, and playing greetings and hold music while the caller waits.

Call queues are ideal for departments like customer service, technical support, sales, or any other team where managing a high volume of calls is necessary. They help ensure that calls are answered in a timely and organized manner and improve customer satisfaction by reducing wait times and call abandonment rates.

Microsoft Teams Call Queues

1. Call Routing and Distribution

  • Round Robin: Calls are distributed evenly across all agents in a queue, ensuring that no single agent receives too many calls.
  • Longest Idle: Calls are routed to the agent who has been idle (not answering calls) the longest.
  • Serial Routing: Calls are always routed to the first person in the list of agents, then move down the list if they are unavailable.
  • Attendant Routing: Calls are sent to all available agents at once, and the first agent to pick up handles the call.

Usage Example: In a sales department, you might want to use “Round Robin” to ensure calls are distributed evenly among all sales agents. For a support team, you might use “Longest Idle” to ensure the agent who has been waiting the longest gets the next call.

2. Call Holding and Greetings

  • Welcome Greetings: When a caller enters the queue, a greeting message (e.g., “Thank you for calling. Your call is important to us…”) can be played.
  • Hold Music: Callers can be played hold music or an audio file while waiting for an available agent.
  • Customizable Messages: Admins can upload custom audio files or use text-to-speech to play messages for callers.

Usage Example: A customer support line could play a custom message such as “Thank you for calling XYZ Company. All our representatives are currently assisting other customers. Please stay on the line, and the next available agent will help you.”

3. Call Overflow and Timeout Handling

  • Call Overflow: Determines what happens if the maximum number of callers in the queue is exceeded or if agents are unavailable. Options include:
    • Sending the call to voicemail.
    • Transferring the call to another queue or auto attendant.
    • Disconnecting the call.
  • Call Timeout: Specifies how long a caller can stay in the queue before the system redirects or terminates the call.

Usage Example: In a high-volume call center, if the call queue exceeds the maximum limit of 50 callers, the system can automatically forward the overflow calls to a voicemail or auto attendant that informs the caller to leave a message or call back later.

4. Agent Presence and Availability

  • Presence-Based Routing: Calls are routed only to agents who are currently available or “Available” in Microsoft Teams. This ensures that calls are not routed to agents who are in meetings, away, or busy.
  • Log In/Log Out of Queue: Agents can log in or out of call queues manually, controlling their availability for receiving calls.

Usage Example: A technical support team might allow agents to log in and out of the queue during their shifts. Agents who are marked as “Busy” or “Do Not Disturb” in Teams will not receive calls until their presence is set to “Available.”

5. Call Queue Reporting and Analytics

  • Call queues provide analytics and reporting to track performance metrics such as the number of calls received, how long calls wait in the queue, call abandonment rates, and agent response times. These metrics help managers optimize queue performance.

Usage Example: A customer service manager reviews the call queue report to monitor average wait times and identify peak call periods, allowing them to adjust staffing levels during busy times.

6. Voicemail Integration

  • If no agents are available, or if a call times out, the call can be forwarded to voicemail. Voicemails can be sent to a shared mailbox, ensuring the team can follow up with missed callers.

Usage Example: A sales team configures the call queue to forward calls to a shared voicemail when no agents are available. Sales managers can later review the voicemails and assign follow-ups to the appropriate agents.

7. Call Queue Management and Permissions

  • Admins can define which users are part of the call queue (as agents), configure their permissions, and manage the call distribution settings. Only users with the Phone System license can be added to a call queue.

Usage Example: In an IT support department, the admin adds all available support agents to the call queue and configures permissions so that only senior agents can take escalation calls.

Step-by-Step: How to Create and Manage a Call Queue in Microsoft Teams

Creating and managing call queues is done through the Microsoft Teams Admin Center. Here’s a detailed step-by-step guide:

Step 1: Access the Teams Admin Center

  1. Log in to the Microsoft Teams Admin Center with your admin credentials.
  2. In the left-hand menu, navigate to Voice > Call queues.

Step 2: Create a New Call Queue

  1. Click + Add to create a new call queue.
  2. General Settings:
    • Name: Enter a name for your call queue (e.g., “Support Queue”).
    • Resource Account: Assign a resource account to the call queue. This resource account will be associated with the queue’s phone number.
      • If you don’t have a resource account, you can create one under Voice > Resource Accounts.
    • Language: Select the primary language for the call queue (used for text-to-speech messages).

Step 3: Assign a Phone Number (Optional)

  1. Phone Number: If you want callers to dial into the queue via phone, assign a phone number to the resource account associated with the queue. You can use a Microsoft-provided number or one from your telephony provider if using Direct Routing.

Step 4: Configure Call Distribution

  1. Choose the call routing method:
    • Attendant Routing: Rings all agents simultaneously; the first to answer takes the call.
    • Serial Routing: Rings agents one by one based on the configured list.
    • Round Robin: Distributes calls evenly among agents.
    • Longest Idle: Sends the call to the agent who has been idle the longest.
  2. Agents: Add the users who will receive calls in this queue. Only users with the Phone System license can be added.

Step 5: Configure Greetings and Hold Music

  1. Greeting Message:
    • Choose whether to play a welcome greeting for callers. You can either upload a pre-recorded audio file or use text-to-speech.
  2. Hold Music:
    • Enable hold music for callers while they wait. Microsoft provides default music, but you can upload your own custom audio files.

Step 6: Set Up Call Overflow and Timeout Options

  1. Maximum Callers in the Queue: Specify the maximum number of callers allowed in the queue (up to 50).
  2. Call Overflow Handling:
    • Choose what happens when the maximum number of callers is reached. You can:
      • Forward the call to voicemail.
      • Transfer the call to another queue.
      • Disconnect the call.
  3. Call Timeout Handling:
    • Define the maximum wait time for a caller before the system takes action (e.g., forwarding the call to voicemail or another queue).

Step 7: Configure Agent Availability and Presence-Based Routing

  1. Enable Presence-Based Routing: This ensures that calls are only routed to agents who are “Available” in Teams. Agents marked as “Busy” or “Do Not Disturb” will not receive calls.
  2. Allow agents to log in and out of the queue manually if required. Agents can log out when they are not available to take calls.

Step 8: Review and Save

  1. Review the call queue settings to ensure they are correctly configured.
  2. Click Save to create the call queue.

Working and Usage Examples of Call Queues

1. IT Helpdesk

  • An IT department sets up a call queue for their helpdesk. The system greets callers with “Thank you for calling IT Support. Your call will be answered shortly,” and holds them in the queue while routing them to the next available support agent based on the “Longest Idle” rule.
  • During high call volumes, if all agents are busy and the queue exceeds 50 callers, the overflow setting routes calls to a voicemail that is checked regularly.

2. Sales Department

  • A company’s sales department uses a call queue to manage inbound sales inquiries. Calls are distributed using the “Round Robin” method to ensure each sales agent gets an equal number of calls.
  • The system plays a custom greeting (“Welcome to XYZ Sales. Please hold while we connect you with a representative”) and provides regular updates if callers are waiting.

3. Customer Service Queue

  • A retail company sets up a customer service call queue. Calls are routed to all agents at once (Attendant Routing) so the first available representative can answer. If the queue exceeds 40 callers, the call is transferred to a secondary queue where calls are handled by overflow agents or directed to a callback service.

Managing Call Queues

Once created, call queues can be managed and updated in the Teams Admin Center:

  1. Add or Remove Agents: Adjust the list of agents assigned to the call queue as your team changes.
  2. Modify Routing Rules: You can switch between different routing methods (e.g., from Round Robin to Longest Idle) depending on your team’s workflow and call volume.
  3. Update Greeting Messages: Upload new audio files or change text-to-speech greetings based on seasonal promotions or organizational changes.
  4. Monitor Performance: Use call queue reports to analyze key metrics such as call wait times, call abandonment rates, and agent performance. This data can help optimize call queue efficiency and staffing levels.

Microsoft Teams Call Queues provide an efficient and flexible solution for managing inbound calls in a structured and professional manner. They are ideal for departments such as sales, customer support, and technical helpdesks, ensuring that incoming calls are routed to the right people and handled promptly.

By creating customizable call routing rules, greetings, hold music, and overflow settings, organizations can ensure a seamless call-handling experience for both agents and customers. The ability to monitor and adjust call queues helps keep service levels high and call management efficient.

Share: XFacebookPinterestLinkedin
Author: tonyhughes