Call Queue is a special configuration for MS Teams where a pre-defined user(s) can answer the main line. Call queues route callers to people in your organization who can help with a particular issue or question. Calls are distributed one at a time to the people in the queue, who are known as agents. When you are part of the call queue, the incoming call experience is a bit different than a normal call to you. You can also manage or opt-in/opt-out when you need to be part of the call queue.
Incoming calls information:
When you are a part of the Call Queue, and have opted-in to recieve calls, incoming calls may appear as the screenshot below:
You can answer the call, if available or other agents can answer. If another agent answers the call, you may see a similar screenshot as below:
Opt-in or Opt-out of Call Queue:
As an agent, you are able to opt-in or opt-out to have your number as part of the Call Queue. You may opt-out when you are on vacation or if you are heading into a meeting with your computer.
- Click three dots to the left of your photos or initials in the top right corner of MS Teams.
- Choose Settings.
- Choose Calls under Settings.
- At the top of this screen, locate the Name and number for the Call Queue.
- The example below shows the Ag IT helpdesk line and 51229.
- With this Call Queue selected, slide the toggle to the left opt-out or to the right to opt-in.
- This example shows opt-in as active.
Changes to the Call Queue:
To add or remove people to an existing Call Queue, please reach out to PSU's Teams team via this form. Choose the last option which will then provide a new link below to enter details about the changes.
New requests for a Call Queue:
Requests for a new Call Queue can be requested via a special request form. Reach out to AgIT for this link.
3/6/2024
