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Overview
Here are some frequently asked questions pertaining to call queues within Microsoft Teams.
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What is a call queue?
A call queue is a group of agents in Microsoft Teams that is tied to a phone number and an auto attendant which helps to direct calls to available agents.
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How do I create a call queue?
The creation process is undertaken by Telecom Services. If you wish to have a new call queue created, please have your department phone coordinator submit a ticket using the Voice Services Support form.
Considerations
The following settings can only be adjusted by Telecom Services. Please have the call queue owner or department phone coordinator submit change requests via the Voice Services Support form:
- Call handling for business hours, after-hours, holidays and other closures
- Changing dates and times for business hours, holidays and partial closures
- Call handling options for when a call times out, the call queue is maxed or no agents are available and/or logged in
- Assigning authorized users (authorized users can change the initial greeting, voicemail, after-hours, holiday and other closure messages and music on hold)
For more, see Creating a queue.
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I have a call queue now. How do I assign agents to the call queue?
Call queues in Microsoft Teams behave like a standard team when it comes to owners and members. Call queue agents can be owners or members of a team. Typically, a Team owner adds team members to the Team through the Manage Team menu option.
See Managing a queue for more.
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I'm an agent. How do I log in and start taking calls?
Microsoft Teams supports functionality for call queues and shared lines. Configuration of this function is owned by IT support staff. If you have been added to a call queue, you will find that from Settings > Calls. You will see both the call queue and auto attendant tabs next to your Personal tab at the top of the screen. Select the call queue tab to proceed.
Switch the Receive calls from this queue toggle to the on position to receive calls from the queue. When the toggle is in the off position, you will not receive calls from the queue.
For more, See Participating in a Call Queue.
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How do I make a call while working in a call queue?
- Go to the Calls tab
- Enter the phone number that you wish to call, then
- Select the down arrow adjacent to the Call button below the dial pad to select the call queue's phone number.
- Select Call.
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I'm on campus and opted in. What if I'm not receiving calls?
It could be one of a few things:
- Check your presence status to see that you're Available.
- Available is indicated by a solid green circle on the bottom-right of your Teams profile icon that tells others of your availability.
- If you are available but Teams is not accurately reflecting your availability, your presence status is linked to Microsoft Outlook and Microsoft Bookings, check to see if you're available in those applications. See Presence in Microsoft Teams for more information.
- If you're deemed not available (i.e., Busy, Do Not Disturb, among others), then you will not be able to receive calls.
- Sign out and sign back in to Teams
- Clear your Microsoft Teams cache (for Teams desktop users).
If you are still experiencing calling issues, submit a ticket using the Telephone and Voice Problem Report form.
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As an agent, are there any other computer settings I should consider adjusting?
- When you have opted-in, turn off your screen saver.
- The screen saver on your computer starts when your computer goes into a standby state (from a lack of keyboard or mouse activity or sleep mode) and it will affect your presence status in Teams.
- Teams will change the status to away after 5 minutes of no activity on the computer.
- The department phone coordinator or a call owner could choose to have presence ignored if it proves to be an issue.
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I'm logged in to Teams and I'm off campus. Can I receive calls from the queue?
Yes. It will work the same as if you are on campus.
If you are using a program that requires VPN access off campus, like Banner, you will need to ensure that you are logged in to UO VPN. Ensure that you are using the split tunnel for the best call queue experience. See Connecting via split tunnel to UO VPN for more.
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