Here’s a step-by-step guide on how to create, configure, and manage Teams call queues:
- Sign in to the Microsoft Teams admin center using your admin credentials.
- In the left navigation menu, click on “Voice” and then click on “Call queues.”
- Click on the “Add” button to create a new call queue.
- In the “New call queue” window, enter a name for the call queue and click on “Create.”
- After creating the call queue, you will be taken to the “General” tab where you can configure the basic settings for the call queue. These settings include the name, description, and maximum queue size.
- To add agents to the call queue, click on the “Agents” tab. Here you can add individual users or groups of users who can answer calls in the queue.
- To configure the call routing settings, click on the “Call routing” tab. Here you can set up rules to route calls to specific agents based on various criteria such as the agent’s availability or skills.
- To configure the call handling settings, click on the “Call handling” tab. Here you can configure options for what happens when the called party is unavailable such as voicemail, call forwarding, or playing a message.
- After configuring all the settings for the call queue, click on the “Save” button to apply the changes.
- To assign a phone number to the call queue, go to the “Phone numbers” tab and click on the “Add” button. Select the type of phone number you want to assign to the call queue such as a toll or toll-free number. After selecting the number, click on the “Save” button.
- To manage the call queue, go to the “Call queues” page in the Microsoft Teams admin center. Here you can edit, delete, or enable/disable the call queue as needed.
- To view call queue analytics, go to the “Analytics” tab in the call queue settings. Here you can view statistics such as the number of calls received, answered, missed, and abandoned.
Example:
Suppose you want to create a call queue for your sales team that routes calls to the next available agent based on their availability. You can follow these steps:
- Sign in to the Microsoft Teams admin center using your admin credentials.
- Click on “Voice” and then click on “Call queues.”
- Click on “Add” to create a new call queue and enter a name such as “ABC Company Sales Queue.”
- In the “General” tab, enter a description for the queue and set the maximum queue size to 10.
- In the “Agents” tab, add the members of your sales team who can answer calls in the queue.
- In the “Call routing” tab, configure the rules to route calls to the next available agent based on their availability.
- In the “Call handling” tab, configure the voicemail and call forwarding options for when agents are unavailable.
- In the “Phone numbers” tab, assign a toll-free number to the call queue.
- Click on “Save” to apply the changes.
Your call queue is now ready to receive incoming calls and route them to the next available sales agent in the queue based on their availability.
