If your IT admin has linked your team’s call queue to a channel, it will make it possible for you to access your call queue in Teams, respond to support calls, and collaborate on support issues directly within Teams if your IT admin has linked the call queue to the channel. This means that you will be able to access your team’s call queue in Teams, respond to support calls directly within Teams if the call queue has been linked to a channel.
View your call queue
- Choose the Calls tab from the channel menu.
As a result, you’ll be able to view the history of the calls received by each agent and preview the shared voicemail that was transcribed for your call queue.
You can see who else is available to take phone calls in the lower right hand corner of the page.
Change your view
By selecting an option near the top of the screen, you will be able to switch from your call queue history to the shared voicemail of the support team.
Return a call
- It is as simple as selecting a call from the queue and pointing at it.
Change your availability
Whenever you are not working, you should signal the other agents.
- Under the heading “Agents” you will find a toggle next to your name next to which you can remove yourself from the list of Agents.
[su_note note_color=”#f07afb”] Note: It may take up to two minutes for the other agents to notice the change since they may not be able to see it right away, and they may not even notice it right away.[/su_note]
Collaborate with team members
Taking advantage of the call features that Teams offers, you can find all the usual Team call features in the channel Calls tab of this channel. Among them are the following:
- Ringing of the phones simultaneously
- Adding a person to a phone call
- Transfer of a phone call
- Holding of a call
- Forwarding of calls
- The merging of calls
- It is possible to park your calls in a call park
As part of the call queue window, you will also have the ability to exchange messages with internal callers who are on the queue.
To find out more about all the features of Teams calls, please refer to Calls.
[su_note note_color=”#f07afb”]Note: Agents added to the channel may not appear in the call queue roster until up to 24 hours after they have been added to the channel. [/su_note]
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Frequently Asked Questions
How do I opt out of Teams call queue?
- Launch Microsoft Teams by clicking the button below.
- Click on the three horizontal dots at the top right of your screen. (+)
- Choose Settings from the drop-down menu.
- On the left of the screen, you will see the Calls column. (+)
- It is possible to toggle on and off the call queue by scrolling down to the bottom of the settings and using the toggle.
How do I reduce call queue?
- You should create a workflow for requests that follow a predictable pattern.
- Routing based on the last agent.
- The use of chat in call centers can reduce the number of customers waiting for service.
- To reduce the wait time in the call center, overflow queuing should be implemented.
- Plan for the continuity of your business.
- Ensure that FAQs are written in a clear and simple manner.
How do you link your Teams call queue to your channel?
- As a result, you will now be able to integrate your Call Queue program with the Teams channel.
- In the Teams Admin Center, you can find your call queues under the Voice menu, which can be accessed under the Call Queues menu.
- Select the team you would like to work with.
- Firstly, you need to choose a channel where you would like to place the calling tab in order to be able to implement it.
- A channel called Sales was selected for me to work with.