MS-Teams Call Queue

 

 

The MS-Teams Call Queue is a Salesforce object that represents call queues in your Microsoft Teams tenant. Each record of this object corresponds to a specific call queue within Microsoft Teams.

 

By clicking the Sync Queues button, you can seamlessly fetch all call queues from your Microsoft Teams tenant into Salesforce. This process generates a comprehensive list of your call queues, allowing you to view and manage them within Salesforce.

 

Once synced, you can configure and customize the settings for each call queue individually. These configurations and settings are specifically related to call protocoling, enabling you to tailor how calls are logged within your Salesforce Org.

 

 

 

Configuration

To sync your call queues, go to the Call Center - Tenant Setup configuration record. In the Details tab, click the Sync Queues button. This action will generate the call queues list, which you can view in the Related tab.

 

 

 

 

 

To edit an individual queue, click the dropdown menu on the right of the queue and select Edit. This will open the edit page, where you can modify the queue's settings.

 

 

 

 

 

In the MS-Teams Call queue record, you will see the queue details and can modify the settings, as such:

Save Lost Call in Queue

If a caller terminates the call while waiting in this queue, this information can be saved in Salesforce (an call activity will be created) and an e-mail can be sent to inform a user.

 

 

 

The following configuration is required: URL to save lost call in queue.