Forum Discussion

Copper Contributor

Nov 30, 2020

Solved

Teams voice call queue question

Hi all, We are trying out Teams voice to replace our current phone provider. As calling with Teams is more user based then device based we are running into a little challenge with our call queue....

best practices

How-to

LinusCansby
Dec 01, 2020
Hi,

When you setup the Call Queue you have the option "Agents can opt out of taking calls", if you select this agents will be able to select if they should receive calls for that specific CQ or not. They have to do it manually but when they forget to sign out from the queue they will get calls and be therefore also reminded to sign out.

Create a call queue in Microsoft Teams - Microsoft Teams | Microsoft Docs

In March 2021 you will be able to connect a Call Queue to an Teams channel, and get more information about the Queue. Other agents will be able to see who is signed in.

Ignite 2020: Advanced calling capabilities — Lync.se

LinusCansby

MVP

Dec 01, 2020

Hi,

When you setup the Call Queue you have the option "Agents can opt out of taking calls", if you select this agents will be able to select if they should receive calls for that specific CQ or not. They have to do it manually but when they forget to sign out from the queue they will get calls and be therefore also reminded to sign out.

Create a call queue in Microsoft Teams - Microsoft Teams | Microsoft Docs

In March 2021 you will be able to connect a Call Queue to an Teams channel, and get more information about the Queue. Other agents will be able to see who is signed in.

Ignite 2020: Advanced calling capabilities — Lync.se

eddy85

Copper Contributor

Dec 01, 2020

LinusCansbyThanks you for the information.

Seems like the March 2021 update will be exactly what we were looking for.

For now we will use the opt-in and out url at

https://mysettings.lync.com/lscp/usp/callqueues

Kind regards,

Eddy