Call Queues and Common Phones for Teams Calling

Call Queues

In Microsoft Teams Calling, a Call Queue is a feature that helps organizations efficiently manage incoming calls, especially in scenarios where multiple callers are trying to reach a specific department or support team. Call Queues help distribute incoming calls evenly among available agents or members of a designated team. Here's how Call Queues work and some of their key features:

  1. Automatic Call Distribution (ACD): Call Queues use ACD technology to intelligently route incoming calls to the most appropriate available agent or member. This ensures that calls are handled efficiently and that callers don't experience long wait times.
  2. Queue Configuration: Administrators can set up and configure Call Queues within Microsoft Teams. They can define the queue's name, welcome message, music on hold, and other settings to create a personalized experience for callers. 
  3. Multiple Agents: Call Queues allow organizations to assign multiple agents or team members to a queue. When a call comes in, the system determines who is available to take the call based on predefined rules. 
  4. Call Prioritization: Administrators can set priority levels for calls within a queue. For example, urgent calls can be prioritized over regular inquiries, ensuring critical issues are addressed promptly.
  5. Hold and Music: While callers are waiting in the queue, they hear music or a custom message. This feature helps improve the caller's experience and can be used to provide important information or updates. 
  6. Call Metrics and Analytics: Microsoft Teams provides detailed call analytics for Call Queues. Administrators can monitor queue performance, track call volume, average wait times, and other metrics to make data-driven decisions for optimization.
  7. Overflow Handling: If all agents in a queue are busy, Call Queues can be configured to handle overflow calls in different ways, such as sending them to another queue or voicemail. 
  8. Call Recording: Depending on possible custom settings, calls within a Call Queue may be recorded for quality assurance and training purposes. 
  9. Mobile and Remote Access: Agents can use the Microsoft Teams app on their mobile devices or work remotely to answer calls from the queue, providing flexibility in managing customer interactions. 
  10. Integration: Call Queues can be integrated with other Microsoft 365 services and applications, such as SharePoint, Power BI, and CRM systems, to streamline workflows and improve customer service.

Overall, Call Queues in Microsoft Teams Calling enhance customer service, streamline call routing, and provide valuable insights into call center performance. They are particularly useful for organizations that need to handle a high volume of incoming calls and ensure that callers are connected with the right personnel efficiently.

Common Phones

In the context of Microsoft Teams Calling, the term "common phones" typically refers to traditional desk phones or hardware devices that are used as endpoints for making and receiving calls within the Microsoft Teams environment. These common phones are designed to work seamlessly with Microsoft Teams Calling features, allowing users to have a familiar phone-like experience while leveraging the benefits of the Teams collaboration platform. Here are some key points about common phones in Microsoft Teams Calling:

  1. Purpose-Built Hardware: Common phones for Microsoft Teams Calling are physical hardware devices specifically designed for use with the Teams application. They are not traditional landline phones but are optimized to work with Teams' cloud-based calling infrastructure.
  2. Teams Integration: These phones are tightly integrated with Microsoft Teams, allowing users to access Teams Calling features directly from the phone's interface. Users can make and receive calls, access voicemail, and join Teams meetings through these devices. 
  3. Modern Features: While common phones maintain a traditional phone form factor, they offer modern features and capabilities. Users can access their Teams contacts, presence status, and collaborate with colleagues using features like chat and screen sharing. 
  4. HD Audio and Video: Many common phones support high-definition (HD) audio for clear voice communication and, in some cases, even video calling capabilities. This enhances the quality of Teams calls. 
  5. Touchscreen Interfaces: Some common phones have touchscreen interfaces, making it easier to navigate through menus, access call history, and manage settings. 
  6. Provisioning and Management: IT administrators can provision and manage these common phones through the Microsoft Teams admin center, making it easier to deploy and configure devices across an organization. 
  7. Headset Compatibility: Users can often connect headsets to these phones for hands-free calling and improved call quality.
  8. Diversity of Models: Microsoft has partnered with various hardware manufacturers to offer a range of common phone models to suit different organizational needs and budgets. 
  9. Emergency Calling: Common phones in Microsoft Teams Calling support emergency calling services, ensuring that users can dial emergency services when needed. 
  10. Hybrid Work Environments: Common phones are particularly useful for organizations transitioning to hybrid work environments, where some employees work in the office and others work remotely. They provide a consistent calling experience regardless of location.

In summary, common phones in Microsoft Teams Calling are purpose-built hardware devices that provide a bridge between traditional phone systems and the modern collaboration capabilities of Microsoft Teams. They offer a familiar interface for users who are accustomed to traditional phones while enabling access to advanced Teams Calling features and integration with the broader Teams ecosystem.


Article ID: 147224
Tue 9/12/23 8:52 PM
Thu 9/14/23 8:40 PM