Utilizing Teams Call queues

Introduction

Microsoft Call Queues are powerful tools for OHIO organizations looking to enhance their customer service and streamline their call management processes. Call queues help manage incoming calls by placing them in a line and routing them to the appropriate agents in OHIO University organizations. They are useful for customer service, support teams, or any scenario where calls need to be distributed among multiple members.

Types of Call Queues

  • Attendant: Everyone dialed at once and first to pick up receives call.​
  • Serial: Goes through a ordered list.​
  • Round Robin: Makes sure everyone receives equal number of calls.​
  • Longest Idle: Agent who has been the longest without a call.

Benefits​

  • Efficiency: Streamlining call management.​
  • ​​​​​​​Scalability: Handling high volumes of calls.​
  • Customer Satisfaction: Reducing wait times and improving response rates.

Key Features 

  • Greeting Message: Callers hear a custom greeting message when they enter the queue. 
  • Music on Hold: Callers can listen to music while waiting in the queue. 
  • Call-back Functionality: Allows callers to request a call back instead of waiting in the queue.

Making Calls Using Call Queues 

Using the Dial Pad 

  1. Open the Teams app and go to the Calls tab. 
  2. Use the dial pad to enter the number you wish to call. 
  3. ​​​​​​​Choose the drop-down arrow next to your name, select the call queue from which you want to make the call if multiple queues are available. 

Calling From a Channel 

  1. Navigate to the channel connected to the call queue. 
  2. ​​​​​​​Use the Calls tab within the channel to make outbound calls. 

Receiving Calls Using Call Queues 

Answering Calls 

  1. When a call comes in, you will receive a notification. 
  2. ​​​​​​​Select answer to take the call. 

Managing Calls 

  • Use the call controls to hold, transfer, or end the call.
  • If you are unavailable, the call can be routed to another agent or sent to voicemail.
  • ​​​​​​​To manage Teams calling features please see the following link. 

Opting In and Out of Call Queues 

  1. Within Teams Navigate to settings by selecting the 3 ellipses at the end of search bar.
  2. Once in settings, on the left-hand side select calls. You will see all the calls queues available to you at the top of the page.
  3. ​​​​​​​Select the queue you wish to make changes to from here you can opt in and out of the call queue. 

Opting In or Out of a Call Queue

Get Help From OIT

  • Visit the Technology Help Center and create a ticket for the creation of a Call queue.
  • ​​​​​​​Visit the Technology Resources and Training page for an OIT training in Microsoft Call queues.

Additional Resources

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