Here is a step-by-step guide to configure Teams Calls Queue along with some usage examples:
- Sign in to the Microsoft Teams admin center using your admin credentials.
- From the left-hand menu, select “Voice”.
- Click on “Call queues”.
- Click on the “+ Add” button to create a new call queue.
- Enter a name for the call queue and select the team that the queue belongs to.
- Under “Routing method”, select the desired routing method for the queue. You can choose from “Attendant routing” or “Serial routing”.
- Under “Routing targets”, add the users or groups that you want the queue to route calls to.
- Under “Greetings”, configure the greeting message that callers will hear when they are placed in the queue. You can use a default system greeting or record a custom greeting.
- Configure the “Music on hold” settings. You can choose to use the system default music or upload your own custom music.
- Click “Save” to apply the changes.
Usage examples:
- Sales team call queue: A sales team receives a high volume of incoming calls from customers. The administrator sets up a call queue with “attendant routing” so that calls are routed to available sales representatives. The greeting message informs callers that their call will be answered by the next available representative.
- IT support call queue: An organization’s IT support team receives a large number of calls. The administrator sets up a call queue with “serial routing” so that calls are routed to the IT support team in the order they are received. The greeting message informs callers that their call will be answered by the next available IT support technician.
- Customer service call queue: A customer service department receives calls from customers regarding product inquiries and complaints. The administrator sets up a call queue with “attendant routing” and routes the calls to a team of customer service representatives. The greeting message informs callers that their call is important and will be answered by the next available customer service representative.
By configuring Teams call queues, organizations can efficiently manage incoming calls and provide callers with a better customer experience.
