How To Add a New Call Queue

How to add a new call queue – ADMIN

Navigate to admin.teams.microsoft.com and log in with your credentials. On the lefthand navigation panel, select Voice and then select Call queues from the drop down menu.

To create a new call queue, click the Add button.

 

1 - Fill out the information on the “General info” tab. You’ll need to give your call queue a name. Select the appropriate language.

 

2 - Fill out the information on the “Greeting and music” tab. For a greeting, you can choose to play an audio file, add a greeting message, or have no greeting. For the music to be played while callers are on hold, you can choose to play MS Teams default music or an audio file of your own.

 

3 - Fill out the information on the “Call answering” tab*.

*In order to be able to use the queues app, you will need to add agents as USERS and you will need to leave conference mode ON.

 

4 - Fill out the information on the “Agent selection” tab.

Routing method: See a detailed description of each of the different routing methods below.

Presence-based routing: When turned on, opted-in agents will receive calls only when their presence state is Available. When turned off, calls will be routed to agents who have opted in to receive calls, regardless of their presence state.

Call agents can opt out of taking calls: If this is turned on, each call agent can choose whether or not to answer an incoming call. If this is turned off and a call agent gets a call, they must answer it.

Call agent alert time: Agent alert time specifies how long an agent’s phone will ring before the queue redirects the call to the next agent. 20 seconds is the minimum recommended setting.

 

5 - Fill out the information on the “Callback” tab. To enable callbacks, turn on the “Enable callback” toggle.

 

6 – Fill out the information on the “Exception handling” tab.

Call overflow: Set the maximum number of calls that can wait in the queue at a time and how you want to manage new incoming calls after the limit is reached.

Call timeout: Set the maximum amount of time that calls can wait in the queue and how you want to manage calls that exceed the maximum waiting time you select.

No agents opted or signed in: Set how to manage incoming calls when all agents are signed-out or have opted-out of the queue.

 

7 – Fill out the information on the “Authorized users” tab. Users listed here and assigned a voice application policy can make changes to this call queue. To add a new authorized user, click the Add button.