Basic Information – Agents, Members, Authorized Users, Voicemail

Basic Information

Call Queue (CQ) is a feature that helps organizations efficiently manage incoming calls, especially in scenarios where multiple callers are trying to reach a specific department or support team. CQs help distribute incoming calls among available members or agents, including common area phones that student assistants may use.

Call Queue Roles

Member or Agent

Opting In/Out of your CQ on Your Teams desktop computer/client

1. Go to the settings menu (the three dots near your profile picture at top-right of the screen), and select Settings from the drop-down.
2. Select Calls from the Settings options on the left.
3. On top of your Teams screen, you may see multiple options which includes your Personal account and your available Call Queues. Select your specific Call Queue name. There will be a Call receiving option that you can toggle off. 

Note: members must remember to toggle setting back on when they are available to answer calls.

Opting In/Out on your Teams Mobile app

1. Tap on your profile picture at top-right.
2. Select Settings.
3. Select Calling.
4. Scroll toward the bottom where your available Call queue(s) is/are listed.
5. Toggle off or on whether you want to be available to answer calls to the call queue. 

Making Calls as the Call Queue

Call queue members have the benefit of making calls on behalf of the call queue.  A typical use-case scenario is one where an individual employee will want to make an external campus call but does not want their personal number to be displayed on caller ID.  Instead, call queue members may choose to call as the call queue. To do this:

1. Enter the number you wish to call. 
2. Next to the Call button, select the down arrow to select your available call queues you wish to call as.

• How to Transfer a Call
• Logging Into a Teams Agent Account for the First Time

Authorized Users (Supervisor/Lead)

• Monitoring Guide for Authorized Users
• Call Queue Additional Settings for Authorized Users

Voicemail Group in Outlook

• Member - can view messages in Outlook group folder
• Owner - can view and delete messages in Outlook group folder (if also a group member). Owner can add/remove members and owners.
• More information about Voicemail
• More information on Managing Voicemails for Call Queues

Common Area Phone

• Can be added as a Member in the Call Queue
• Can be used for an area that student assistants are working in
• More information about Common Area Phones