[Index]
Title | Description | Details | |||||||||||||||||||||||||||||||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Base | Group Assigned by FDP |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Call Queue Name | Go to https://docs.microsoft.com/en-US/microsoftteams/create-a-phone-system-call-queue for more information on Call Queue set up. The following settings are recommended by Microsoft: Conference mode to Auto. Routing method to Round robin or Longest idle. Presence-based routing to On. Agent alert time: to 20 seconds |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Resource Accounts |
|
||||||||||||||||||||||||||||||||||||||||||||||||
Phone Number of 1st Resource Account |
|
||||||||||||||||||||||||||||||||||||||||||||||||
Language | This lets you set the language used to transcribe voicemail messages and play system prompts to the calle |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Greeting | Specify if you want to play a greeting to callers when they arrive in the queue. Audio file format in MP3, WAV or WMA. Remote file upload less than 3MB. Load file at Site Level via File Management. Note: MP3 files are significantly smaller in MB size. |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Music On Hold | Teams provides default music to callers while they are on hold in a queue. Alternatively add your own MOH file. Audio file format in MP3, WAV or WMA. Remote file upload less than 3MB. Load file at Site Level via File Management. Note: MP3 files are significantly smaller in MB size. |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Use Default Music On Hold | Setting to true will disable the MoH audio file |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Conference Mode | Conference mode significantly reduces the amount of time it takes for a caller to be connected to an agent, after the agent accepts the call. For conference mode to work, agents in the call queue must use the Microsoft Teams desktop client or a Microsoft Phone |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Routing Method | ROUND ROBIN - balances the routing of incoming calls so that each call agent gets the same number of calls from the queue. LONGEST IDLE - routes each call to the agent who has been idle the longest time. ATTENDANT ROUTING - rings all agents in the queue at the same time. SERIAL ROUTING - rings all call agents one by one in the order specified in the Call Answering User list. |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Presence-Based Routing | When turned off, calls will be routed to agents who have opted in to receive calls, regardless of their presence state. When turned on, opted-in agents will receive calls only when their presence state is Available. |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Allow Opt Out | If you turn this off and a call agent gets a call, they must answer it. If you turn it on, each call agent can choose whether or not to answer an incoming call. |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Call Agent Alert Time (secs) | Range - 15 to 180 seconds |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Call answering | Group Assigned by FDP |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Call Queue Users | You can add up to 20 User individually and up to 200 Users via Groups |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Distribution Lists and Groups |
|
||||||||||||||||||||||||||||||||||||||||||||||||
Call overflow handling | Group Assigned by FDP |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Maximum Calls In The Queue | Maximum calls = 200 |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Overflow Action |
|
||||||||||||||||||||||||||||||||||||||||||||||||
Overflow Action Target Type |
|
||||||||||||||||||||||||||||||||||||||||||||||||
Overflow Action Target | Mandatory tel: prefix required if OverFlowAction is Forward |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Enable Overflow Shared Voicemail Transcription |
|
||||||||||||||||||||||||||||||||||||||||||||||||
Call time out handling | Group Assigned by FDP |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Queue Maximum Wait Time (secs) | Maximum time 2700 secs (45 mins) |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Timeout Action |
|
||||||||||||||||||||||||||||||||||||||||||||||||
Timeout Action Target Type |
|
||||||||||||||||||||||||||||||||||||||||||||||||
Timeout Action Target | Mandatory tel: prefix required if TimeoutAction is Forward |
|
|||||||||||||||||||||||||||||||||||||||||||||||
Enable Timeout Shared Voicemail Transcription |
|