Channel Enabled Microsoft Teams Call Queues



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.