Teams Admin: Call Queue Management | OneCloud Support Portal

Teams Admin: Call Queue Management | OneCloud Support Portal

Idea
If not already - Navigate to the Teams Admin Center:




Like most everything else in Teams, a resource account is needed before we can build the queue itself.

Step 1:  Build a Resource Account

Voice > Resource accounts
      +Add
      Give the resource account a display and user name.

Idea
Best practice is to use a common format for all resource accounts. Something like "NameType" and "name_type@company.com"

         

      Be sure to select "Call queue" for the resource account type. Click Save at the bottom.

Step 2: Apply Resource Account License


      Now that our resource account is created, we need to apply a resource account license to it.
      Head over to the 365 Admin Center: https://admin.microsoft.com
      You should be able to locate your resource account under "Users > Active Users"
      Select the user in question and apply the "Microsoft Teams Resource Account" license to it:


      

      Save changes at the bottom. Usually instantaneous but may take some time for the license to be applied.

Step 3: Build the call queue

      Now that our license is applied, jump back into the Teams Admin Center and navigate to:
            "Voice > Call Queues > +Add"

      3a. General info

Notes
A calling ID may be assigned if the call center agents wish to place outbound calls from the queue, using a specific number. A resource account with a valid number assigned to it can be selected here.

            

       3b. Greetings and Music

       Select desired configuration here and click "Next"
      
        


      3c. Call Answering

            This is where we determine who will answer calls to this queue. Users, Teams, and Groups are all available options:
            In this example, a group/team is selected:
           
Notes
Teams/Groups are configured in the O365 portal (not covered in this guide)
            



Alert
"Conference mode" should always be enabled unless the customer uses Skype clients

      3d. Agent Selection

            Here we will configure the routing method or "ring method" for the selected agents/groups, a description of each is available by clicking the info icon.

AlertIf Serial routing is selected, and a group or team is selected in the previous step, there will be no way to manually adjust the order in which the agents are rang.


            

Info
Presence-based routing: Generally, this will stay enabled, makes it so that agents who are in "Busy" or "Unavailable" status will not receive calls to this queue.
Info
Call agents can opt out of taking calls: This gives the user the ability to login/logout of the call queue within their Teams client.

      3e. Call overflow handling

      Select desired values here, calls will follow this route when maximum calls in queue has been reached:

            

      3f. Call timeout handling

      Select desired values here, calls will follow this route when a set maximum wait time has been reached.

            

Select "Submit" at the bottom when you are finished. 

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