[NEW] How do I receive phone calls from a call queue (i.e. department phone) in Teams?

Please Note: The MSU Denver phone system is currently transitioning from Skype for Business to Microsoft Teams. Information in this article will only be relevant if your department has already been migrated to Teams telephony.

For more information, please visit the Skype to Teams Migration initiative webpage.

Overview

These instructions are for employees, including student employees, who need to receive phone calls from call queues through Microsoft Teams.

Instructions

  1. Click the three dot menu next to your profile avatar to open the general Settings menu.
  2. In the listing on the left, click Calls.
  3. If you are assigned to any call queues, you will see them listed next to the Personal tab. Click the queue you wish to take calls from.
  4. Locate the Take calls from the queue section.
  5. Toggle the switch on to start receiving calls from the queue, or off to stop receiving calls from the queue.

If you are a member of a Teams call queue, you can opt‐in or opt‐out of the queue. Note that call queue owners can disable the ability to opt‐out of a call queue.

Result

When taking calls from a queue, incoming calls will be routed to your number based on your online status. By default, calls will be routed to queue participants who are under the Available, Away, or Busy status, but not the Do not disturb or Offline status.

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