Now, I want to add a number to call operations but also a call queue where people can wait in line if the team if busy on calls with other staff and customers. They are Megan Bowen, Allan Deyoung and MOD Administrator. Scenario: In my business, I have a newly created Team called Operations. In order to build the call queue you will needĢ.) A Phone System Virtual Licence (or a Phone System Licence in the event you don’t have a virtual one)ģ.) A Service Number if the call queue is going to be directedly diallableĤ.) Voice Administrator, Teams Administrator or Global Admin Permissions to do the configuration. However, the only real difference is when it is time to assign the number to the call queue you would leverage Powershell to run the following command using the Skype Module or – now – the unified Teams module (1.1.6) Set-CsOnlineApplicationInstance -Identity -OnpremPhoneNumber This will also cover number assignment from a calling plan scenario as opposed to direct routing. However as time is limited today, I will simply focus on the call queue and look at how the two interact later in the series Callers are put on hold until an agent assigned to the queue is available to take their call.Ĭall queues can be used – and often are – with Auto Attendants. When callers need to reach someone with a particular specialty – such as sales or service – rather than a specific person, you can use call queues to connect callers to the group of agents who can assist them. Think of them like being a waiting room in a Doctors surgery, or the deli counter at a supermarket. Call queues are a really nice feature for managing org wide call distribution. Now, seeing as I have been writing all week on calling, I thought I would leverage this for a quick win on the blog, and so this week I have chosen to write on how easy it is to set up a call queue in the Teams Admin Centre. Now, being a one day course it can’t possibly cover everything there is to know about calling in Microsoft Teams, but it does go into the fundamentals including planning for calling, phone system functionality, direct routing and day to day management. Secondly, I have had some time on the side to build a Microsoft Teams Calling course which I am starting to teach at the beginning of November. First and foremost I have have had a significant amount of time to spend with my family and get a lot of personal projects done. This week I have been on annual leave – and although you would have thought it would have been challenging given Covid and the UK going back into lockdown measures, it’s actually been a good one.
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