Additional Settings for Authorized Users of Call Queues

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

• Settings menu option at the top right - three dots by profile picture.
• Select Settings
• On the left, select the Calls tab
• At the top you should see your call queue
• Select the appropriate call queue

Greeting and Music

Greetings and music keep your caller informed about their call while waiting to be answered by a call queue member. 

Greetings improve the caller's experience and can be used to provide important information or updates.

CQs are created with the following default settings:

• A greeting message that the caller first hears which says, "Please wait for the next available representative."
• A greeting message when no one is available to answer, callers are sent to voicemail after hearing, "Please leave a message after the tone."
• Music on hold while the caller is waiting for a CQ member to pick up.

Voicemail

See more information about how to add or remove members and owners to the Call Queue's voicemail group here

See more information about managing voicemails for Call Queues here

Please open a service request if these changes are needed:

1. Add members to the call queue

2. Add authorized users to the call queue

3. Routing Method

• Attendant routing: This is the default setting for all CQs.  The first call in the queue will ring all of the call agents at the same time. The first call agent to pick up takes the call.

• Serial routing: When serial routing is used, incoming calls will ring call agents one by one, starting from the beginning of the ordered 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.

4. 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 all Call Queue calls will ring to agents and members at all times. This mimics legacy physical phone practices (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.

  • Manage your call settings in Microsoft Teams

5. Exception Handling

• Call overflow (maximum number of calls is reached​​​​​​​)

  • Maximum calls in the queue are defaulted to 50.

  • When the maximum number of calls is reached, calls are redirected to the CQ voicemail.

  • The default voicemail greeting says, "Please leave a message after the tone."

  • Transcription services are included with each voicemail message.

• Call timeout (maximum wait time is reached​​​​​​​)

  • 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 (no one is taking calls from the queue​​​​​​​)

  • ​​​​​​​When all agents are signed out or have opted out of the queue, calls will go straight to voicemail.