Information about Call Queues and Common Area Phones

Contents

• What to Know about Call Queues (CQ) and Default CSULB Settings
• Call Queue Common Features
  • Call Queue Opt Out Feature
  • Call Queue Voicemail
  • Call Queue Voicemail Greetings
  • How to Transfer a Call
  • Making Calls to Display the Call Queue Number Instead of Your Personal Number
  • Call Queue FAQs
• Common Area Phones (CAP)
  • Model
  • CAP Quick Reference Guide (PDF)
  • FAQs

For any changes or issues with Call Queues and Common Area Phones, please submit a ticket.

What to Know about Call Queues (CQ)

In Microsoft Teams Phone, 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 among available agents or members of a designated team.

Default CSULB Settings

1. Routing method: Our CQs at CSULB are defaulted to ring simultaneously on all CQ members' phones, unless a different behavior is requested.  All options include:
   • Attendant routing:  This is the default setting for all CQs.  When attendant routing is used, the first call in the queue will ring all of the call agents at the same time. The first call agent to pick up the call gets the call.
   • Serial routing: When serial routing is used, incoming calls will ring call agents one by one, starting from the beginning of the call agent list.
   • Round robin: When round robin routing is used, each call agent will get the same number of calls from the queue.
   • Longest idle: When longest idle routing is used, the next call in the queue will ring the opted-in call agent that has been in presence state Available the longest.
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 from anywhere. 
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 ("authorized users") to manage the customization of greeting messages.
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 which says, "Please wait for the next available representative."
   • A greeting message when no one is available to answer and voicemail is activated to record a message which says, "Please leave a message after the tone."
   • 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, or if they have configured their Teams to detect when their calendar/email indicates they are out of the office.
7. Exception Handling: Telecom admins manage settings for call overflow, call timeout, and scenarios when there are no agents available.  Authorized users can make greeting message changes.  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.
   • No agents opted or signed in - When all agents are signed out or have opted out of the queue, calls will go straight to voicemail.

Call Queue Features

Call Queue Opt Out / Opt In

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. 

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 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. 

Note: If a call queue's voicemail group member deletes a voicemail message in Outlook, it will delete for all call queue members.

See Adding Members to Call Queue Voicemail Groups to learn how you can add/remove members yourself.

Update Call Queue Voicemail Greeting Messages (Authorized Users Only)

Call Queue authorized users can change call queue greetings on the desktop Teams app (not available on mobile). 

• In Teams app on desktop, select the settings menu option (three dots by profile picture).
• Select Settings
• Under Settings, select Calls.
• At the top you should see your call queue name(s). Select the appropriate call queue.
• You will see voicemail settings you can change. It’s text-to-speech, so whatever you type, it will turn into an audio voice greeting. Please be sure to make test calls to ensure your greeting is being voice translated correctly (i.e., you may need to add periods for acronyms such as C.S.U.L.B.).

How to Transfer a Call

Refer to Microsoft article: Transfer a call in Microsoft Teams - Microsoft Support

Making Calls to Display the Call Queue Number Instead of Your Personal Number

Call queue members have the benefit of making calls on behalf of the call queue.  A typical use-case scenario is one where an individual employee will want to make an external campus call but does not want their personal number to be displayed on caller ID.  Instead, call queue members may choose to call as the call queue. To do this:

1. Enter the number you wish to call. 
2. Next to the Call button, select the down arrow to select your available call queues you wish to call as.

Call Queue FAQs

Where are missed calls?  At the present time, Teams call queues do not retain and display missed calls (call history).  This is unlike one's personal phone number, where an ongoing list of call history is displayed, including missed calls.  Only voicemails left by missed callers are available.  See voicemail section above for how to access CQ voicemail messages 

How can common area phone's that are members of a call queue gain access to the CQ's voicemail messages?  Common area phones have their own phone numbers, which enable them to receive calls on behalf of a CQ. As such, it is an independent device that does not natively have access to a CQ's voicemail messages.  If student assistants or other staff need access to the CQ's voicemails, the authorized user (owner) of the CQ can add additional users to the CQ's voicemail group to gain access to the voicemails in Outlook.  This additional access will only grant the newly added users access to view/listen to voicemails.  If you require them to also have access to delete voicemail messages, then you must submit a ticket to request this additional access.

Common Area Phones

CSULB uses the Yealink MP54 model. 

Common Area Phone (CAP) Quick Reference Guide (PDF)

In the context of Microsoft Teams Calling, the term "common area 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 area 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 area phones in Microsoft Teams Calling:

1. Purpose-Built Hardware: 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 CAPs 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 CAPs 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: Integrated screens make it easy to navigate through menus, access call history, and manage settings. 
6. Headset Compatibility: Users can often connect headsets to these phones for hands-free calling and improved call quality.
7. Emergency Calling: Common phones in Microsoft Teams Calling support emergency calling services, ensuring that users can dial emergency services when needed. 

Common Area Phone (CAP) FAQs

1. Why does the CAP have a different phone number than I expected? CAPs are given their own independent phone numbers in order for them to work.  In the case of migrating from the previous campus phone system, a CAP may have been given an existing phone number. In most other cases, a new number was assigned.  If your CAP is a member of a CQ, note that making calls from the CAP will appear to come from the CAP's own phone number, unless the call is specifically made while selecting the "Call as" the call queue feature from the on-screen option. 
2. If my CAP is part of a CQ, why doesn't it display the department's phone number when I make calls?  If a CAP is a member of a call queue, calls made from the CAP will display its own phone number (not that of the CQ).  The call must be made while selecting the "Call as" the call queue feature from the on-screen option, if the caller wants the call to appear to come from the associated call queue. 
3. CQ voicemails are not showing up on the CAP that is a member of the CQ.  Why is this?  As previously noted, CAPs have their own independent phone numbers and voicemail service and do not natively receive voicemails from CQs.  If student assistants or other staff need access to the CQ's voicemails, the authorized user (owner) of the CQ can add additional users to the CQ's voicemail group to gain access to the voicemails within the associated Outlook group folder.  This additional access will only grant the newly added users access to view/listen to voicemails.  If you require them to also have access to delete voicemail messages, then you must submit a ticket to request this additional access.
4. Can I receive CAP voicemails as an email?  Common area phones in Microsoft Teams do not support voicemail via email.  Voicemails are only available on the physical device.
5. If a CAP is unattended, is there a way to automatically forward calls to another number? Yes!  On the phone's settings, you can program it to ring another number.  See Forward Calls and Delegates of the Yealink manufacturer's user guide for your options.
6. My CAP screen seems to turn off. Will I still receive calls?  During defaulted business hours of 7 am to 7 pm Mon-Fri the screen will stay active for 120 minutes. Outside of business hours, only 10 minutes.  The phone will still ring. a red slow flashing light displays as indicator that phone has a connection and can receive calls.
7. My phone doesn't seem to be working. It seems like it may have lost power. Is there anything I check before submitting a ticket?  Yes, please check the data cable plugged into the phone. We have heard of cases where this connection on the underside of the phone may become loose, so removing and plugging it back in will re-seat it and establish a connection. If this does not work, please submit a ticket.