The ability to surface a Call Queue as a tab within a Channel adds new value to one of the main cornerstones of the Microsoft Teams Hub. For example, a Support Team can add their voice queue directly into a Channel within their Microsoft Team to provide a more collaborative agent experience.
I created this short video to provide an overview of this functionality. As you’ll see it’s really easy to configure from an admin perspective and the resulting “Call” tab automatically appears in the assigned Teams Channel.
Note: At the time of posting this functionality is very new, so be sure to refer to the Microsoft documentation to check for any changes in the agent experience and for new features that may be been added over time.
The Microsoft Call Queue feature article can be found here.
The first and second articles in this series covered the configuration of basic telephony and voice polices for end users. This post provides some guidance on how to get started with Microsoft Teams Auto Attendants (AA) and Call Queues (CQ).
I expect if you’ve taken the trouble to navigate to this page you probably understand the basic concepts but if you are new to the topic you can find the Microsoft documentation by clicking on AA and CQ.
In the video demonstration below I take you through an Auto Attendant configuration that showcases most of the features available at the time of creation. I then configure a couple of call queues, which can be dialed directly or accessed via the AA’s IVR menu.
Note: The Microsoft Teams stack evolves rapidly and new features are added all the time. I believe this video is a great starting point to get a fundamental understanding of how to set up these organisational or department level voice services. Just be sure to still check out the documentation so you are aware of any updates Microsoft Engineering may have introduced. Change is a universal constant!