Authorized users of Call Queues (CQs) have elevated privileges to adjust settings for the CQ. Some of these settings are described in this article, including some that are not accessible by authorized users and that require submitting a ticket.
Manage Users and Groups for Call Answering
- Settings menu option at the top right - three dots by profile picture.
- Select Settings
- On the left, select the Calls tab
- At the top you should see your call queue. Select the appropriate call queue.
- Manage users and groups for call answering.
- Edit to add or remove agents or members in the call queue.
Routing Method
Call Queues (CQs) are defaulted to ring simultaneously on all CQ members' phones, unless a different behavior is requested.
- Attendant routing: This is the default setting for all CQs. The first call in the queue will ring all of the call agents at the same time. The first call agent to pick up takes the call.
- Serial routing: When serial routing is used, incoming calls will ring call agents one by one, starting from the beginning of the ordered call agent list.
- Round robin: When round robin routing is used, each call agent will get the same number of calls from the queue.
- 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: This allows CQs to operate using the active availability status of members (i.e., whether CQ members are in meetings or not).
- For CSULB, presence-based routing is turned off, which means that all Call Queue calls will ring to agents and members at all times. This mimics legacy physical phone practices (the phone rings at all times).
- Members must actively opt out of taking calls if they are busy. The one exception when a CQ will not ring on a member's phone is if they are actively presenting in a Teams meeting, or if they have configured their Teams to detect when their calendar/email indicates they are out of the office.
Greeting and Music
While callers are waiting in the queue, they hear music or your call queue's customized greeting message.
This feature helps improve the caller's experience and can be used to provide important information or updates.
CQs are created with the following default settings:
- A greeting message that the caller first hears when the CQ answers which says, "Please wait for the next available representative."
- A greeting message when no one is available to answer and voicemail is activated to record a message which says, "Please leave a message after the tone."
- Music on hold while the caller is waiting for a CQ member to pick up.
Call Queue authorized users can change call queue greetings on the desktop Teams app (not available on mobile).
Exception Handling
Choose a call routing and greeting option for when:
- maximum number of calls is reached
- maximum wait time is reached
- no one is taking calls from the queue
Please open a service request if these changes are needed:
- Call overflow
- Maximum calls in the queue are defaulted to 50.
- When the maximum number of calls is reached, calls are redirected to the CQ's voicemail. The default voicemail greeting says, "Please leave a message after the tone." Transcription services are included with each voicemail message.
- Call timeout
- Maximum caller wait time = 1 minute (can be set to be up to 45 minutes)
- When call times out, it will redirect to the CQ voicemail. The default voicemail greeting says, "Please leave a message after the tone." Transcription services are included with each voicemail message.
- No agents opted or signed in - When all agents are signed out or have opted out of the queue, calls will go straight to voicemail.
Voicemail
See more information about how to add or remove members and owners to the Call Queue's voicemail group here
See more information about managing voicemails for Call Queues here