Teams Call Queue User - Getting Started

Summary:

A reference guide to access and log into MS Teams Call Queues in the MS Teams application.

Step-by-Step Instructions:

Open Teams and select the Queues application. 

 

NOTE:  You may need to search for it in the app launcher, represented by the elipsis (...) in the left-hand ribbon.

To log into the queue, select your name from the 'Quick Access' list and then click the 'Opt In' blue button to the right of the window.

To log out of the call queue, select your name from the 'Quick Access' list and then click the ‘Opt Out’ white button to the right of the window.

Presence Indicators and Their Implications

To be available to take calls, one must be in an Available Teams state.  Likewise, to forestall the delivery of call queue calls without logging out of the queue, one must be in an unavailable state.  To modify these states manually, click on your avatar picture or initials in the upper right corner of the Teams application, select the desired status, and, if applicable, set an automated duration after which to revert to automatic presence updating.  Following your organization’s policies, at the beginning of a break or at the end of the shift, you may need to put yourself in an away state to stop the presentation of calls for answering.