Queue Setup in MS Teams admin center

Salesforce and non-Salesforce users can be in a queue

Resource Account

Assign Calling ID

Select Queue Calling ID from Salesforce

Select Queue Calling ID from MS Teams

Only working if the call is made through the MS Teams client. The call will not be signaled in Salesforce

Language tor transcript voicemail

Greeting and music

Greeting - Play an audio file

Audio file must be converted and uploaded to Azure

Greeting - Text to speech

Text must be converted to audio file

Music on hold

Audio file must be converted and uploaded to Azure

Call answering

Queue member can be a team, users or groups

Conference mode

Conference mode must be enabled

Agent selection

Routing method - Attendant routing

When attendant routing is used, the first call in the queue will ring all of the call agents at the same time. The first call agent to pick up the call gets the call.

Routing method - Serial Routing

When serial routing is used, incoming calls will ring call agents one by one, starting from the beginning of the call agent list.

Routing method - Round Robin

When round robin routing is used, each call agent will get the same number of calls from the queue.

Routing method - Longest Idle

When longest idle routing is used, the next call in the queue will ring the opted-in call agent that has been in presence state Available the longest.

Presence based routing

MS Teams status is used to detect if an agent is available for a call.

Call agents can opt out of taking calls

Logging in and out via MS Teams App

Call agent alert time

Call overflow handling

Maximum calls in queue

Call timeout handling

Maximum wait time

When call times out - disconnect

Redirect call to Person in Organization

Redirect call to Voice APP

use redirect to external phone number

Redirect call to external phone number

Redirect call to Voicemail (personal)

No agents opted or signed in

Set how you want to manage calls when all agents are signed-out or have opted out of the queue.

Redirect call to Voicemail (shared) options

requires a queue per shared voicemail

Transcription

Skip voicemail system message

Play an audio file

Add a greeting message - Text to speech