Microsoft 365 Groups
- Call Queue Voicemail Groups
- Call Queues with 20 or more agents or members
- Call Queues that have been channelized
Call Queue Voicemail Groups
Voicemails left for the Call Queue are NOT on any associated Common Area Phone.
Call Queues are set up with a corresponding Microsoft 365 Voicemail group, which can be accessed from your Outlook email.
In Outlook, you can add the Groups app on the sidebar:
If you are a member and/or owner of a group, your call queue voicemails will show up under Groups in the "folder" named as your call queue phone number:
Individuals must be added to the Call Queue’s associated voicemail group folder in Outlook as:
- Member - can view messages in Outlook group folder
- Owner - can view and delete messages in Outlook group folder (if also a group member). Owner can add/remove members and owners.
Add, edit, and remove members of Microsoft 365 Groups in Outlook
If any additional voicemail group owners need to be added (including staff and student assistants), please open a service request.
If you need to find out who is the owner of your call queue's voicemail group, please open a service request.
If an owner of a call queue's voicemail group deletes a voicemail message in Outlook, it will be deleted for all call queue voicemail group members and owners.
More information on Managing Voicemails for Call Queues
Call Queue Voicemail Microsoft 365 Groups – Expiration & Renewal Guide
Call Queues with 20 or more agents or members
Teams Call Queues that may require more than 20 agents or members to answer calls are best served by using a Microsoft 365 Group.
If your call queue needs a Microsoft 365 Group to be created, and assigned to the call queue, please open a service request here: Service - Telephone Service.
Call Queues that have been channelized
Call Queues that have been channelized (they have been also been made into a Teams Channel) may use a Microsoft 365 Group, or their Microsoft Team as their call queue members.