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

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.
   
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.

How to manage a call queue's voice mails

Voicemail messages are sent to the Teams group the queue has been assigned to, and can be viewed through your email client of choice by expanding the Groups section (usually located near the bottom of the list of folders). Please note, only group owners can delete voicemails.

How to make outbound calls using a call queue number

People who have management permissions on a call queue can choose to make outbound calls using that queue's phone number. When dialing a number within Teams, open the drop-down arrow next to the Call button to see a list of numbers you can choose to call from.

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.