Note: To access the Queues App you need a Teams Phone Premium License.
Also see Microsoft's Queues App Training Guides
Quick Links: | Opt In/Out of Call Queue | Manage Call Queue Voicemail Settings
Queues App Dashboard
Opt In or Opt Out of the Call Queue
To receive calls from the Call Queue you need to Opt in, or to stop receiving calls from this Queue you need to Opt out.
If you are a Lead, you can opt your team members in or out of the queue. If you are not a Lead, you can opt yourself in or out by following these steps:
- Go to your Team --> [dept] Call Queue channel --> Calls tab at the top. Under Agents toggle the switch next to your user.
You can also do this within your Teams Settings.
- Click the 3 dots next to your profile picture in the upper right corner --> Settings --> Calls tab on the left sidebar --> Select the Call Queue you wish to opt in or out of --> Toggle the switch.
Managing Voicemail in a Call Queue
To change the voicemail greeting in a call queue, follow the same instructions above to get to the Call Settings and Call Queue tab.
The Greeting and music section is the initial message the caller hears when they first call in.
For the Call overflow handling section, you have two voicemail sections. The first scenario: no one answers the call. The second scenario is call overflow. Typically these voicemail greetings should always match, so if you update one of them, update both of them.
You can select from the drop-down menu if you would like to type a greeting or play an audio file.
