Blog Post

Microsoft Teams Blog
2 MIN READ

Answer Auto Attendant and Call Queue calls directly from Teams

Paul Cannon's avatar
Paul Cannon
Icon for Microsoft rankMicrosoft
Aug 01, 2018
updated 10/5/18 - Call Queues is now also generally available.   Microsoft Phone System Auto Attendant  and Call Queues is now generally available for Teams users. This enables users to receive a...
Updated Jan 26, 2021
Version 4.0
Calling
microsoft teams
Damien Margaritis's avatar
Damien Margaritis
Iron Contributor
Aug 02, 2018

Whilst it's great to see this feature now available in Teams, call setup times are not great. In our tenant, once the call hits the call queue, there's on average 4-5 seconds delay before any call queue members see the screen pop. Once they click on the screen pop, call setup takes again on average 4-5 seconds before media is established.

 

For on-premises deployments, we've been used to training end users for a second or two delay with Response Group calls while media path is established. Any longer than this is an issue.

 

Has this been identified by the product group? Can we expect improvements here?

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","body@stripHtml({\"truncateLength\":200})":" updated 10/5/18 - Call Queues is now also generally available. \n   \n Microsoft Phone System Auto Attendant  and Call Queues is now generally available for Teams users. This enables users to receive a...","body@stringLength":"3811","rawBody":"

updated 10/5/18 - Call Queues is now also generally available.

\n

 

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Microsoft Phone System Auto Attendant  and Call Queues is now generally available for Teams users. This enables users to receive and answer calls from Skype for Business Online Auto Attendant and Call Queues directly in their Teams client.  

\n

 

\n

Users will be able to differentiate incoming calls from an Auto Attendant or Call Queue before they answer the call. Along with the name and/or number of the caller, each call will also include information of who the caller was trying to reach, giving users better context of how to address the caller.

\n

 

\n

Auto Attendant Call Toast

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Call Queue Call Toast

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Once an Auto Attendant or Call Queue calls is answered, the user can process the call like any other call – they can add conference in another user or transfer the call to party.

\n

 

\n

Getting Started.  To receiving Auto Attendant and Call Queue calls on Teams, you will need to configure your interoperability policy and upgrade policy. Please review Migration and interoperability with Skype for Business. If you do not have Auto Attendant and/or Call Queue configured, and would like to do so, please review Set up a Phone System auto attendant and  Create a Phone System call queue.

\n

 

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FAQ:

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Can I answer Auto Attendant and Call Queue calls on Teams mobile app?

\n

Yes, with the latest version of Teams iOS and Android apps, users will be able to receive and answer Auto Attendant and Call Queue calls.

\n

 

\n

Does Call Forwarding work with Auto Attendant calls?

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Yes, Auto Attendant calls will be forwarded based on user’s configuration.

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Does Call Forwarding work with Call Queue calls?

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No, Call Queue calls will not be forwarded based on user’s configuration. This is to ensure that callers remain in the queue until an agent can answer the call (so the caller does not accidentally get forwarded unexpectedly).

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For Teams users, Microsoft Phone System Auto Attendant and Call Queues is now generally available,.

","introduction":"","coverImage":null,"coverImageProperties":{"__typename":"CoverImageProperties","style":"STANDARD","titlePosition":"BOTTOM","altText":""},"currentRevision":{"__ref":"Revision:revision:222382_4"},"latestVersion":{"__typename":"FriendlyVersion","major":"4","minor":"0"},"metrics":{"__typename":"MessageMetrics","views":30335},"visibilityScope":"PUBLIC","canonicalUrl":"https://techcommunity.microsoft.com/t5/Microsoft-Teams-Blog/Answer-Auto-Attendant-and-Call-Queue-calls-directly-from-Teams/ba-p/222382","seoTitle":null,"seoDescription":null,"placeholder":false,"originalMessageForPlaceholder":null,"contributors":{"__typename":"UserConnection","edges":[]},"nonCoAuthorContributors":{"__typename":"UserConnection","edges":[]},"coAuthors":{"__typename":"UserConnection","edges":[]},"blogMessagePolicies":{"__typename":"BlogMessagePolicies","canDoAuthoringActionsOnBlog":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.blog.action_can_do_authoring_action.accessDenied","key":"error.lithium.policies.blog.action_can_do_authoring_action.accessDenied","args":[]}}},"archivalData":null,"customFields":[],"revisions({\"constraints\":{\"isPublished\":{\"eq\":true}},\"first\":1})":{"__typename":"RevisionConnection","totalCount":4},"body":"

updated 10/5/18 - Call Queues is now also generally available.

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Microsoft Phone System Auto Attendant  and Call Queues is now generally available for Teams users. This enables users to receive and answer calls from Skype for Business Online Auto Attendant and Call Queues directly in their Teams client.  

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Users will be able to differentiate incoming calls from an Auto Attendant or Call Queue before they answer the call. Along with the name and/or number of the caller, each call will also include information of who the caller was trying to reach, giving users better context of how to address the caller.

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Auto Attendant Call Toast

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Call Queue Call Toast

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Once an Auto Attendant or Call Queue calls is answered, the user can process the call like any other call – they can add conference in another user or transfer the call to party.

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Getting Started.  To receiving Auto Attendant and Call Queue calls on Teams, you will need to configure your interoperability policy and upgrade policy. Please review Migration and interoperability with Skype for Business. If you do not have Auto Attendant and/or Call Queue configured, and would like to do so, please review Set up a Phone System auto attendant and  Create a Phone System call queue.

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FAQ:

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Can I answer Auto Attendant and Call Queue calls on Teams mobile app?

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Yes, with the latest version of Teams iOS and Android apps, users will be able to receive and answer Auto Attendant and Call Queue calls.

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\n

Does Call Forwarding work with Auto Attendant calls?

\n

Yes, Auto Attendant calls will be forwarded based on user’s configuration.

\n

 

\n

Does Call Forwarding work with Call Queue calls?

\n

No, Call Queue calls will not be forwarded based on user’s configuration. This is to ensure that callers remain in the queue until an agent can answer the call (so the caller does not accidentally get forwarded unexpectedly).

\n

 

"},"Conversation:conversation:222382":{"__typename":"Conversation","id":"conversation:222382","solved":false,"topic":{"__ref":"BlogTopicMessage:message:222382"},"lastPostingActivityTime":"2021-01-26T13:41:26.861-08:00","lastPostTime":"2018-11-01T11:42:13.256-07:00","unreadReplyCount":12,"isSubscribed":false},"ModerationData:moderation_data:222382":{"__typename":"ModerationData","id":"moderation_data:222382","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"AssociatedImage:{\"url\":\"https://techcommunity.microsoft.com/t5/s/gxcuf89792/images/bS0yMjIzODItMzg2NzBpQzM4NkU3ODE2QkVEQkE5Rg?revision=4\"}":{"__typename":"AssociatedImage","url":"https://techcommunity.microsoft.com/t5/s/gxcuf89792/images/bS0yMjIzODItMzg2NzBpQzM4NkU3ODE2QkVEQkE5Rg?revision=4","title":"Auto Attendant Call Toast.png","associationType":"BODY","width":312,"height":306,"altText":null},"AssociatedImage:{\"url\":\"https://techcommunity.microsoft.com/t5/s/gxcuf89792/images/bS0yMjIzODItMzg2NzFpMzAwQjc4MjE2M0ZGRUU0Qw?revision=4\"}":{"__typename":"AssociatedImage","url":"https://techcommunity.microsoft.com/t5/s/gxcuf89792/images/bS0yMjIzODItMzg2NzFpMzAwQjc4MjE2M0ZGRUU0Qw?revision=4","title":"Call Queue Call Toast.png","associationType":"BODY","width":312,"height":306,"altText":null},"Revision:revision:222382_4":{"__typename":"Revision","id":"revision:222382_4","lastEditTime":"2021-01-26T13:41:26.861-08:00"},"BlogReplyMessage:message:222416":{"__typename":"BlogReplyMessage","id":"message:222416","conversation":{"__ref":"Conversation:conversation:222382"},"author":{"__ref":"User:user:62969"},"revisionNum":1,"uid":222416,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Blog:board:MicrosoftTeamsBlog"},"subject":"Re: Answer Auto Attendant and Call Queue calls directly from Teams","readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:222416"},"parent":{"__ref":"BlogTopicMessage:message:222382"},"body":"

Whilst it's great to see this feature now available in Teams, call setup times are not great. In our tenant, once the call hits the call queue, there's on average 4-5 seconds delay before any call queue members see the screen pop. Once they click on the screen pop, call setup takes again on average 4-5 seconds before media is established.

 

For on-premises deployments, we've been used to training end users for a second or two delay with Response Group calls while media path is established. Any longer than this is an issue.

 

Has this been identified by the product group? Can we expect improvements here?

","body@stringLength":"661","rawBody":"

Whilst it's great to see this feature now available in Teams, call setup times are not great. In our tenant, once the call hits the call queue, there's on average 4-5 seconds delay before any call queue members see the screen pop. Once they click on the screen pop, call setup takes again on average 4-5 seconds before media is established.

 

For on-premises deployments, we've been used to training end users for a second or two delay with Response Group calls while media path is established. Any longer than this is an issue.

 

Has this been identified by the product group? Can we expect improvements here?

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