[NEW] How do I manage 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 who need to manage call queues, such as departmental phone lines.

Before you begin...

Call queues can only be managed by users with a Teams Premium license. If you need to manage call queues for your departmental work and don't have access, please submit a support request.

How to opt users into/out of the queue

  1. Click the three dot menu in Teams to view all apps.
  2. Locate the Queues app in the list.
    Screenshot of the Queues button in Microsoft Teams
  3. Click on Queues.
    • For ease of future management, you can keep the Queues app in your default listing by right-clicking the app icon and clicking Pin.
  4. A list of queues you can access will be displayed. Click the queue you wish to manage.
  5. Click the People tab to display a list of agents assigned to the queue.
  6. Hover your cursor over the entry for the agent you wish to manage.
  7. In the context menu that appears, click the three dot menu.
  8. Click Opt in / Opt out.

How to add or remove users from a call queue

  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 modify.
  4. Locate the Manage users and groups for call answering section.
    • If needed, click the Manage users and groups for call answering section to expand it.
  5. Click Edit next to the list of currently-assigned users.

How to update a call queue's voice mail message

  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 modify.
  4. Locate the Manage voice mail section.
    • If needed, click the Manage voice mail section to expand it.
  5. Click Record a greeting.

Additional notes

  • When taking calls from a queue, incoming calls will be routed to agent numbers based on their 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.
  • Departmental phones will only ring if a delegate is available to receive calls in Teams. Any calls received while there are no active delegates will route directly to voicemail.
  • When all delegates are out of office, a new delegate should be added either through the queues app or by contacting ITS.
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