Create a call queue
Hold callers until someone in a team is free.
| What you need | Affects |
|---|---|
| Teams admin access in the Teams admin center, and a resource account for the queue | Calls sent to the queue |
| Use a call queue when | Use an auto attendant instead when |
|---|---|
| Callers should wait for the next free person in a team. | Callers should choose an option first. |
1. Create it
- Add a queueIn the Teams admin center, go to Voice → Call queues and click Add.
- Name and resource accountGive it a name and add its resource account.
- Greeting and musicChoose a greeting and hold music.
2. Agents and routing
- Add agentsAdd users, or link the queue to a Teams team or channel.
- Routing methodChoose how calls are shared. See the table below.
- Conference modeTurn on conference mode so calls connect faster.
| Routing method | How it works |
|---|---|
| Attendant | All agents ring at once. |
| Serial | Agents ring one at a time in order. |
| Round robin | Calls are shared evenly. |
| Longest idle | The agent free the longest rings first. |
3. Overflow and timeout
- OverflowChoose what happens when too many callers are waiting.
- TimeoutChoose how long callers wait and where they go next, such as voicemail.
- SubmitClick Submit and test from a mobile.
Troubleshooting
| Problem | Likely cause and fix |
|---|---|
| Calls never reach agents | Agents have opted out, or presence-based routing skips busy agents. |
| Callers hear an error | The resource account has no licence or number. |