![]() Configure auto attendant settingsĪuto attendants let people call your organization and navigate a menu system to speak to the right department, Call queue, person, or operator. For details on enabling voice, see Assign Teams add-on licenses to users. Note: When redirecting calls to a person in the organization, that person must be voice enabled. Redirect to voicemails (shared): choose a shared voicemail to redirect to. ![]() Redirect to voicemail: choose a personal voicemail to redirect to. Redirect to external phone number: Set external phone number to redirect to. Redirect to voice app: Redirect to an auto attendant or Call queue. Redirect to person in organization: Direct the call to a specific person. If you choose Add a greeting message, type a message.Ĭhoose how you want to handle disconnected calls, calls that exceed the maximum wait time, and other call routing options dependent on certain circumstances.Ĭhoose a call routing option for when the maximum number of calls is reached. If you choose Play an audio file, upload the audio file with accepted formats. Select No greeting, Add a greeting message, or Play an audio file from the greeting dropdown menu. Select Settings and more at the top right of Teams, then Settings > CallsĬhoose the call queue line you want to make changes in. This condition will continue until another agent is available to answer the call, the caller hangs up, or the call queue timeout condition occurs. In this case, the agent will receive a call notification but can't answer the call. When using Longest idle, there might be times when an agent receives a call from the queue shortly after becoming unavailable, or a short delay in receiving a call from the queue after becoming available.Ĭall Queue call presentation to agents may conflict with Location Based Routing restrictions. When using Longest idle and when there are less calls in the queue than available agents, only the first two longest idle agents will be presented with calls from the queue. Go to Settings > Calls > Call handling and routing. Agents who aren’t available don’t receive calls until they change their status to Available. An agent is considered idle if their status shows Available. Longest idle routes each call the agent who's idled the longest time. Round robin balances the routing of incoming calls so that each agent gets the same number of calls from the queue. This cycle repeats until the call is answered, times out, or the caller hangs up. If an agent dismisses or doesn’t pick up a call, the call will ring the next agent. Serial routing rings all agents one by one in the order specified in the people list. The first agent to pick up the call gets the call. There are four types of routing methods:Īttendant routing rings all agents in the queue at the same time. Routing methods determine the order in which agents receive calls from the queue. If you need to add more users (up to 200), you must add them to a distribution list or Microsoft 365 group. Note: You can add up to 20 users to a call queue. ![]() To remove a user or group from the list, select the trash next to their name. Select Edit to change who is in the call queue.Īdd a user or group by typing their name and selecting the correct person or group from the dropdown.Ĭlick and drag users or groups to rearrange your list order. Select Manage users and groups for call answering. Select the call tab you'd like to make changes to along the top of the screen. You can change their order for serial call routing, which will ring each person in the order they're listed. ![]() Switch conference mode on or off depending on your needs.Īdd or remove team members from call queues and Microsoft 365 Groups. Switch Allow people to opt out of taking calls on or off depending on your needs.Ĭonference mode reduces the amount of time it takes for you to connect with a caller after you accept the call. ![]() Go to Settings > Calls > Call handling and routing Manage menu options Configure call queue settings Allow people to opt out of taking calls To get access to this and other upcoming features, switch to Teams public preview. Queues app in Teams is available as part of the public preview program and might undergo further changes before being released publicly. To get access to Teams Premium, contact your IT admin. Queues app is available in Teams Premium, an add-on license that provides additional features to make Teams meetings more personalized, intelligent, and secure. To learn more, see Plan for auto attendant and Call queue authorized users. To create authorized team supervisors, IT admins will first need to create a voice applications policy. ![]()
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