Configure call queues and auto attendants in Microsoft Teams Calls

• Overview
• Manage call queue agents
• Learn more

Overview

Units that used response groups to direct incoming phone calls to various endpoints in Skype for Business can use the call queue and/or auto attendant features in Microsoft Teams to route telephone calls appropriately. Supervisors of work units can plan, set up, and maintain their call routing using the information in this document.

Advanced calling features in Microsoft Teams include:

• Auto attendant: You can use an auto attendant to set up a menu that callers navigate to reach different options, including individuals, voice mail, call queues, etc. Auto attendants can also route calls to different locations by time of day. For more, see Set up a Microsoft Teams auto attendant.
• Call queue: A call queue routes calls to a group of agents. For more, see Create a call queue in Microsoft Teams.

A group account username can also be part of a Teams auto attendant or call queue.

Manage call queue agents

Unit leaders have several options for managing groups of agents in a call queue:

• Use a team (recommended): Leaders can create a team, or use an existing team, within Microsoft Teams and then create a call queue that routes to a channel in that team. This allows for localized management of agents in the queue, since the team owner will add and remove team members as needed. You can include up to 200 agents in a call queue with this method.
  Note:

  You'll need to create a specific call queue channel, which cannot be private, meaning that everyone in the team will be agents in the call queue by default. Individual agents can opt out of receiving calls if appropriate.
• Use an Active Directory group: Leaders can associate an Active Directory group (up to 200 people) with a call queue. As individual usernames are added to or removed from the Active Directory group, they will be added or removed as agents in the queue. To request a call queue with an Active Directory group, use the UITS Telecommunications Request form.
• Submit individual usernames (least preferred): UITS Communications Planning and Implementation can manage call queues of up to 20 agents on behalf of a department. To request this, submit the list of usernames using the UITS Telecommunications Request form.

Learn more

For more about how agents work in a call queue, visit Manage your support call queue in Microsoft Teams.