Forum Discussion
Equivalent of Skype's "Response/Agent Groups" in Teams?
Hi everyone, I'm a non IT user and haven't been able to find any clear information. We are being migrated from Skype for Bus to MS Teams tomorrow. We have an agent group (a public enquiry line - car...
In Teams, there's "Call Queues" and "Auto Attendant". Only the latter matches Skype's Workflows with option-controlled forwardings ("if you want <option>, press 1) with spoken announcement texts. Call Queues only offer
- A greeting message,
- Music while people are waiting on hold in a queue,
- Call routing - in First In, First Out (FIFO) order - to agents.
- Handling options for queue overflow and timeout.
For an in depth overview see https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue or, for Auto attend setup, see https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-auto-attendant