Information about Call Queues and Common Phones

What to Know about Call Queues (CQ) and Default Settings

In Microsoft Teams Calling, a Call Queue (CQ) 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. CQs help distribute incoming calls evenly among available agents or members of a designated team. Here's how CQs work and some of their key features:

  1. Automatic Call Distribution (ACD): CQs 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.  Our CQs at CSULB are defaulted to ring simultaneously on all CQ members' phones. 
  2. Multiple Agents: CQs allow organizations to assign multiple members to a queue. When a call comes in, the system is defaulted to ring on all member phones. 
  3. 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. 
  4. Queue Configuration: Telecom Administrators set up and configure CQs 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.  CQ members can be designated with elevated access to manage some admin level CQ settings.
  5. Greeting 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.  CQs at CSULB are created with the following default settings:
    • A greeting message that the caller first hears when the CQ answers that says, "Please wait for the next available representative."
    • Music on hold while the caller is waiting for a CQ member to pickup.
  6. Presence-based Routing: this allows CQs to operate using the active availability status of members (i.e., whether CQ members are in meetings or not).
    • For CSULB, presence-based routing is turned off, which means that calls will ring at all times.  This mimics legacy physical phone practices, such that the phone rings at all times.
    • Members must actively opt out of taking calls if they are busy.  The one exception when a CQ will not ring on a member's phone is if they are actively presenting in a Teams meeting.
  7. Exception Handling: Telecom admins manage settings for call overflow, call timeout, and scenarios when there are no agents available.  Default settings include:
    • Call overflow
      • Maximum calls in the queue are defaulted to 50.
      • When the maximum number of calls is reached, calls are redirected to the CQ's voicemail box. The default voicemail greeting says, "Please leave a message after the tone."  Transcription services are included with each voicemail message.
    • Call timeout - If the call isn't answered within the maximum wait time, it will follow these settings:
      • Maximum caller wait time = 1 minute (can be set to be up to 45 minutes)
      • When call times out, it will redirect to the CQ voicemail. The default voicemail greeting says, "Please leave a message after the tone."  Transcription services are included with each voicemail message.
    • When all agents are signed out or have opted out of the queue, calls will go straight to voicemail.

Overall, CQs enhance customer service and streamline call routing. 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.

Call Queue Opt Out Feature

As noted in the above CQ default settings, CQ members will always be available to receive calls to the CQ phone number.  There may be instances when members will not want to receive CQ calls and will decide to temporarily opt out of receiving calls.

Opting out on your Teams desktop computer/client
  1. Go to the settings menu (the three dots near your profile picture at top-right of the screen), and select Settings from the drop-down.
  2. Select Calls from the Settings options on the left.
  3. On top of your Teams screen, you may see multiple options which includes your Personal account and your available Call Queues. Select your specific Call Queue name. There will be a Call receiving option that you can toggle off. Teams Calls option to toggle off call receiving option

Note: members must remember to toggle setting back on when they are available to answer calls.

Opting out on your Teams Mobile app
  1. Tap on your profile picture at top-right.
  2. Select Settings.
  3. Select Calling.
  4. Scroll toward the bottom where your available Call queue(s) is/are listed.
  5. Toggle off or on whether you want to be available to answer calls to the call queue. Call Queue options in Teams mobile app

Call Queue Voicemail

All call queues are setup with a shared voice mailbox, which can be accessed from within your Outlook email groups. Under the Groups section in Outlook among your folders, locate your Call Queue phone number. Select your number and it will display voicemail messages left by callers. Call Queue voicemail phone number folder in Outlook

Note: If a call queue member deletes a voicemail message, it will delete for all call queue members.

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.

Details

Article ID: 147224
Created
Tue 9/12/23 8:52 PM
Modified
Mon 2/12/24 4:36 PM

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