To configure a team queue, select your queue and click on the ‘Config’ tab as shown below.
In this example we are configuring the Training Demo queue.
1. Click on the X to delete None from ‘Associated Teams Resource Account’ box
2. From the drop-down box select the required Call Queue resource account. Once selected, click on Convert and OK
Note: If the Convert button does not appear check with your IT Administrator that 'Granting Teams Admin Consent' has been completed successfully.
The Phone Number will automatically pick up the phone number already assigned to the Resource account in Teams.
3. Select Call Distribution Type from the drop-down list.
In this example the call distribution type selected is Longest Waiting.
There are 4 methods of call distribution:
Longest Waiting: places call to the agent who has been idle the longest.
Serial: Places calls to agents in the specified order Also see how do I create a New Queue? for further guidance on changing the order for a serial queue.
Round Robin: places calls to each agent in turn.
Ring All: places calls to agents simultaneously.
Opt In/Out
If set then the agents can opt themselves in and out of taking calls for this queue.
Agent Ring Time (Secs)
This is the time allowed for the agent to answer (value between 10 and 55 seconds).
Wrap up Time (Secs)
Time allowed after the end of a call before the next one is presented.
Set 0 for no wrap up. Maximum 999 seconds.
Overflow Settings
Number of callers who can queue.
Value between 1 and 50
Where to route the next call when the maximum queuing callers has been reached.
Select other overflow options from the drop-down list.
Disconnects the call.
Passes the overflow call to another queue.
Passes overflow calls to a voice mailbox.
Passes overflow calls to an external number.
Maximum Time in Queue (Mins)
Number of minutes a caller can be queuing.
Value between 1 and 50.
Select Overflow To from the drop-down list (behavours outlined as above).
Agent Applications
Application to be displayed on the Agent page at chosen call state.
If either are set to None then the agent application pane will not be displayed.
Applications can be added from within the Applications tab on the Admin page.
Select the Call State from the drop-down list, select either Being Dialled or Connected to displ;ay the application.
Queue Phrases
To add phrases to the team queue, select your queue and click on the 'Phrases' tab as shown in the example below.
Messages and Announcements
When enabled, this message will play before the call enters the queue.
Applications
This is where applications can be configured to be displayed on the Agent page at chosen call state (being dialled or connected).
To create a new application, click on the + New button shown above.
Enter Application Name and URL.
Security
The Security tab allows the assigning of Roles to users and level of access to the ConnectPro features.
Click on the Security tab as shown below:
Roles can be enabled/disabled by selecting the role and clicking right to enable and left to disable.
Note: Agents and supervisors are automatically assigned the role when they added to the queue as Agents or Supervisors.
Roles:
Admin - Enables administrators to create and manage queues.
Agent - Enables call handlers access to the agent features
Agent - Outbound Calling - Enables agents to make outbound calls on behalf of their queue.
Reporting - Allows access to Power BI
Supervisor - Enables Supervisors/Queue team managers to view agent call activity within their teams and to use the support features (listen, whisper and join).
Supervisor - Listen - Enable Supervisors/Queue team managers to listen to agents live inbound/outbound calls.
Voicemail
This is here Teams Voicemail can be managed.
Select the queue and Voicemail tab as shown below:
To add a new Voicemail box select + New as shown below.
