Note
Access to this page requires authorization. You can try signing in or .
Access to this page requires authorization. You can try .
Setup - Call Queue
This article is for IT pros and Teams Administrators who want to create Call Queues.
Planing and licensing review
Planning
- Overview of Teams Phone Agent, Auto Attendant, and Call Queue
- Authorized users
- Shared call history
- Call priorities for call queues
- Recording calls
- Templates and resources
- Nesting call flows
- Reporting considerations
- Design call flows
- Getting started
Licensing
What's new for Call Queue in the past six months
- February 12
- Shared Call History for Call Queues is now available for Queues App users.
Steps to create a call Queue
To set up a call queue in the Teams Admin Center, expand Voice, select Call queues, and then select Add.
Quick setup
Quick setup is for Organizations with simpler call routing needs might not require the full range of configurations offered by the Advanced setup.
Advanced setup is for organizations with more complex routing requirements, or organizations looking to add functionality to call queues that were created through Quick setup.
Quick setup
Advanced setup
Summary of recommended Call queue settings
The following settings are recommended:
- Conference mode to On
- Routing method to Round robin or Longest idle
- Presence-based routing to On
- Agent alert time: to a minimum of 20 seconds
Extra functionality available through PowerShell cmdlets
Important
These configuration options are currently only available through PowerShell cmdlets and they don't appear in Teams Admin Center.
Additional messaging
The Overflow, Call timeout, and No Agents exception redirect options for Person in organization and Voicemail personal support additional prompting just like the other redirect options.
Automatic recording for call queues
DESCRIPTION HERE
Compliance recording for call queues
DESCRIPTION HERE
Hiding authorized users
Hidden authorized users aren't visible to Queues app users.
Related Call Queue setup and configuration articles
- Authorized users
- Shared call history
- Call priorities for call queues
- Automatic recording for call queues
- Compliance recording for call queues
- Answering Auto Attendant and Call Queue calls
PowerShell
For instructions on creating Call Queues using PowerShell, see Setup Call Queue with PowerShell.
Call Queue Diagnostic Tool
Feedback
Was this page helpful?