Call Groups and Call Queues in Microsoft Teams

Overview

This article is designed to provide an overview on call groups and call queues in Microsoft Teams.

What's the difference?

Call groups and call queues act in a similar fashion to one another but there are some major differences.

Call groups

Call groups are user-assigned groups of Teams users that can receive calls on behalf of the group creator. The group can consist of up to 25 other Teams users and call behaviors can be set for each group member. To share calls with others, a user creates a call group and adds the users they want to share their calls with. Then they choose a simultaneous ring or forward setting.

Call queues

Call queues provide a method of routing callers to people in your organization and are set up and defined through the help of Telecom Services. Calls are distributed one at a time to the people in the queue (who are known as agents). Call queues provide:

  • A greeting message.
  • Music while people are waiting on hold in a queue.
  • Call routing - in First In, First Out (FIFO) order - to agents.
  • Handling options for queue overflow and timeout.

How to create and manage a call group

When you are wanting to forward your calls so someone else is notified (via Also Ring or Simultaneous Ring), you can choose the group members that you want and how they are notified.

1. Call Settings with Call answering rules highlighted, 2. Enhanced version of call answering rules with Call group highlighted, 3. Search for the new call group member, 4. Set the order of notification then Save.

  1. Go into the Settings menu, select Calls, then go to the Call answering rules section
  2. Choose either the Also ring or If unanswered menu, then select Call group.
  3. A new window appears. You can choose from anyone within the Global Address List but you cannot add external phone numbers.
  4. Once your group members are set, you can choose whether to have them notified at the same time or according to their listed order—click Save to proceed.

Now that your group is set, this will be your forwarding group if you choose it from either menu.

If you wish to remove any member(s) of your call group, highlight the person(s) you wish to remove and click the X to the right of their name and description. If you wish to delete the group entirely, click the X to the right of each group member, then select Save to save any changes.

Click on the X to remove the call group member.

How to create and manage a call queue

The creation process is undertaken by IS-Telecom Services. If you wish to have a new call queue created, send a request ticket through the Voice Services Support service page. Settings like setting a greeting message, a particular song for hold music, and call queue behavior can be requested through the ticket as well. These can only be adjusted by call queue administrators.

Please Note: Students need to have proper licensing before adding them to a call queue and can only be added by Network Services. To complete that action, send a request ticket to the Voice Services Support service page.

You can manage a call queue by going into the Teams view of your Microsoft Teams application, selecting the options (three-dots) menu for the call queue, then selecting Manage Team.

More Options (three-dots) menu > Manage Team

The screen will open to the Members tab. From here, you can search for Teams users to add to your group. You can add them as either an owner or a member. Owners can see this list and adjust call queue membership.

Note: Owners can only be removed by a Teams administrator. Submit a request ticket to the Voice Services Support service page to do so.

Manage Team settings with Add Member highlighted

Details

Article ID: 140404
Created
Thu 2/17/22 6:13 PM
Modified
Tue 8/30/22 9:02 AM

Related Articles (1)

How do I participate in a call queue? (This article includes a quick reference guide.)

Related Services / Offerings (2)

Microsoft Teams is a communication and collaboration service that is part of Microsoft Office 365.
This service provides voice services support for employees and, upon request, for UO students living in university residence halls.