[Index]

Model: device/msteamsonline/CsCallQueue

Call Queues

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Overview

Microsoft Teams call queues allow you to manage incoming callers as they arrive in a call queue, and for the duration of their wait in the call queue, until they're connected to an agent. For example, you can set up a call queue to play a greeting message as a caller arrives in the queue, or play a music file while they're waiting to route to a call agent.

You can set up a call queue to efficiently route callers out of the queue, to the first available agent, for example. Although it is possible to assign an entire team of users as a member of a call queue via the MS Teams portal, the functionality to set this up from within VOSS Automate is reserved for future development. However, if you've set this up on the MS Teams portal, VOSS Automate will allow you to sync in the configuration.

View and Manage Microsoft Teams Call Queues

This procedure displays, edits, and deletes existing Microsoft Teams call queues, and adds new call queues, from within VOSS Automate.

1. In the VOSS Automate Admin portal, go to (default menus) Subscriber Management > Call Queues to open the Call Queues summary list view.

2. View existing call queues, which may have been added either from VOSS Automate or from the Microsoft cloud portal.

   Note

   From the list view you can choose to update, delete, move, or export existing call queues, or add new call queues, and your changes will sync to the call queue details in the Microsoft Teams cloud portal.

3. Choose an option:

   • Update an existing call queue:

     • Click on a call queue in the list view to open the Call Queues management page.
     • Click through the tabs on the page to update the configuration.
     • Save your changes. Updates are synced to the Microsoft Teams cloud portal.

   • Add a new call queue:

     • In the list view, click the toolbar Plus (+) icon.

     • Choose the customer or site hierarchy where you're adding a call queue.

     • On the configuration page, click through the tabs to configure the call queue:

       • General Info Tab
       • Greeting and Music Tab
       • Call Answering Tab
       • Agent Selection Tab
       • Call Overflow Handling Tab
       • Call Timeout Handling Tab

     • Save your changes.

       The new call queue is added to the Microsoft Teams cloud portal. Any changes made to this call queue on the MS Teams cloud portal will sync back to update this call queue in VOSS Automate.

General Info Tab

This tab configures the call queue name, adds resource accounts and calling IDs (optionally), and allows you to choose the language that will be used for transcribing voicemail messages and to play system prompts.

Greeting and Music Tab

This tab configures greeting and music on hold options.

The table describes the fields on this tab:

Call Answering Tab

This tab defines how incoming calls in the call queue are answered. For example, from the Options drop-down list, you can choose to have a specific MS team and channel answer calls in the queue, or from the drop-down list choose to assign specific call agents, distribution lists and groups.

Assigning a MS team to call answering must be configured on the MS Teams portal and synced to VOSS Automate. The ability to set this up from within VOSS Automate is reserved for future development.

On this tab you can also enable (recommended) or disable conference mode, which reduces the time it takes for the caller to connect with an agent.

Agent Selection Tab

This tab defines the agents available to answer calls, and how calls are distributed and routed to agents.

Routing Methods

The table describes routing methods for call queues:

Agent selection configuration

The table describes additional configuration options on the Agent Selection tab for call queues:

Call Overflow Handling Tab

This tab defines the maximum number of calls that may be in the queue, and how the system handles calls that exceed the maximum.

There are two options for incoming calls once the maximum number of calls is reached for the current call queue:

• Disconnect the call

• Redirect the call

  Note

  Calls can be re-directed to another person, a voice app, an external phone number, or to a shared or personal voicemail. When redirecting the call, you can set up the configuration for the redirect option you choose.

  For example, if the Redirect to choice is Voice app, the Voice app drop-down can be set to another Auto attendant or a Call queue. Choose the resource account associated with the destination.

Call Timeout Handling Tab

This tab defines the maximum wait time (in seconds) that an incoming call can remain in the call queue. Once you've set up the maximum wait time, you can configure what happens to the call, that is, disconnect the call, or redirect it (and configure redirect options).

Model Details: device/msteamsonline/CsCallQueue